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.

Ang mga screenshot ng device na nagawa sa proseso ng pag-aayos ay gagamitin lang ng engineer para tukuyin ang kondisyon ng pag-aayos; ang mga ordinaryong screenshot ay agad na sisirain pagkatapos ng pag-aayos, ang mga evidence screenshot na ginagamit bilang patunay ng pagkumpleto ng serbisyo (walang personal na data) ay pansamantalang itatago, at awtomatikong buburahin pagkatapos ng 30 araw, at hindi gagamitin sa anumang layunin maliban sa serbisyo; ang mga larawang iyong ina-upload (halimbawa, mga larawang ginagamit sa komunikasyon ng kasalukuyang kalagayan sa guided service) ay itinatago sa naka-encrypt na cloud space, at accessible lang sa engineer na humahawak sa serbisyong ito.

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

Bayad kada order: binabayaran ang service fee sa checkout at nagagawa ang order pagkatapos magtagumpay ang bayad. Kung hindi pa nagsisimula ang trabaho, maaari kang magkansela anumang oras para sa buong refund. Kung mabigo, mapagpasyahang hindi magagawa, o ma-timeout ang serbisyo, awtomatikong kakanselahin ng sistema ang authorization o magre-refund nang buo sa orihinal na paraan ng bayad nang hindi mo na kailangang mag-request. Kung nagsimula na pero hindi naabot ang layunin (hal. hardware fault na hindi maaayos nang malayuan), kakalkulahin ang bayad ayon sa aktwal na trabaho at ibabalik ang matitira.

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 plan: isang beses na bayad sa produkto; kapag na-activate na ang serbisyo ng panahon, karaniwang hindi na ito nire-refund. Kung ganap na hindi makapagbigay ng serbisyo ang aming sistema sa panahong iyon dahil sa aming pagkakamali, ire-refund namin nang buo o pahahabain nang isang panahon.

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.

Bayarin sa refund na hiniling ng customer: ang hiling sa mismong araw ng transaksyon (oras ng Taiwan UTC+8) ay ibabalik nang buo sa pamamagitan ng pagkansela ng authorization nang walang bayarin. Ang hiling sa susunod na araw o pagkatapos ng settlement ay may bawas na 2.8% na payment gateway fee (nag-settle at naningil na ang NewebPay), at ibabalik ang natitira sa orihinal na card. Walang bawas sa awtomatikong refund dahil sa pagkabigo o timeout ng serbisyo.

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).

Hindi mabibili, mailipat, ma-cash out o ma-refund ang points; tingnan ang “6. Mga Patakaran sa Paggamit ng Points”.

5. Mga Paraan ng Pagbabayad at Daloy ng Transaksyon

Tinatanggap na paraan ng pagbabayad: credit card (Visa, Mastercard, JCB, kasama ang card na inilabas sa ibang bansa), Apple Pay, Google Pay, Samsung Pay at UnionPay. Lahat ng presyo ay sa New Taiwan Dollar (TWD); ang pagbabayad ay prinoseso ng NewebPay at hindi namin iniimbak ang buong card number mo.

Daloy ng transaksyon: nagbabayad ka para sa bawat serbisyo sa oras ng pag-order. Nagagawa ang service order at nagsisimula ang trabaho pagkatapos lang magtagumpay ang bayad; hindi ipinapadala ang mga order na hindi pa bayad. Nagsasara ang order kapag natapos ang serbisyo at nakumpirma mo. Kung hindi nakumpleto ang bayad sa loob ng 30 minuto, awtomatikong made-void ang order at hindi ka sisingilin.

Pagkabigo o timeout: kung mabigo o ma-timeout ang serbisyo, awtomatikong kakanselahin ang authorization o ibabalik nang buo ang bayad at aabisuhan ka; ang aktwal na pagpasok ay nakadepende sa bangko ng card.

Service points: libreng benepisyong points lang mula sa KOL partners para sa fans, magagamit lang na bawas sa bayarin sa serbisyo sa pagbabayad; tingnan ang “6. Mga Patakaran sa Paggamit ng Points”. Hindi kami nagbebenta ng points at hindi nagpapatakbo ng stored-value, collection/payment agency o e-payment services.

Subscription plan: isang beses na bayad sa produkto; epektibo ang subscription kapag nagtagumpay ang bayad, at walang hiwalay na singil sa repair order ng saklaw na device habang may subscription.

6. Mga Patakaran sa Paggamit ng Points

Pinagmulan: ang points ay libreng benepisyong ibinibigay ng KOL partners sa kanilang fans. Hindi nag-aalok ang website namin ng pagbili, top-up o paglilipat ng points.

Paggamit: magagamit lang ang points na bawas sa bayarin sa serbisyo sa oras ng pagbabayad (1 point = NT$1); ang natitira ay babayaran sa card. Hindi maaaring ipagpalit nang mag-isa o iregalo ang points.

Bisa: nire-reset buwan-buwan ang KOL fan points; mawawalan ng bisa ang hindi nagamit sa katapusan ng buwan at hindi maaaring ipunin o ilipat.

Walang cash, walang balik: walang halaga sa pera ang points at hindi mapapalitan ng cash, maibabalik, makukuha o magagamit sa third-party stores.

Kapag pumalya ang serbisyo/na-refund: kung na-refund ang order na gumamit ng points dahil pumalya o nag-timeout, ibabalik ang points bilang points (hindi cash); ang cash na bahagi ay ire-refund sa orihinal na paraan ng bayad.

Nasa amin ang karapatang itigil ang paggamit ng points sa pang-aabuso gaya ng paulit-ulit na pag-redeem o paggamit ng code ng iba.