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.

维修过程中产生的设备画面截图，仅用于工程师判断维修状况；一般截图于维修完成后立即销毁，作为服务完成凭证的证据截图（不含个人资料）会先行保留，并于 30 天后自动删除，不会用于服务以外的用途；您上传的照片（例如引导服务中用于沟通现状的照片）存储于加密的云端空间，仅供处理您本次服务的工程师访问。

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

逐笔即时付款：服务费用于下单当下付款，付款完成后服务单才成立。若服务尚未开始，您可随时通过客服申请取消并全额退款；若服务失败、被判定无法完成或逾时，系统将自动对该笔款项取消授权或全额退款（原付款方式），无需另行申请。服务已开始但最终未能达成目标（例如远程无法处理的硬件故障），已发生的处理费用按实际执行比例核实计算，其余退还。

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.

订阅方案：为一次性商品金额，一经开通当期服务原则上不予退款；若因本公司系统原因导致当期完全无法使用服务，将全额退还该期费用或顺延一期。

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.

客户主动申请退款的手续费：于交易当日（以台湾时间 UTC+8 为准）申请，依金流授权取消机制全额原路退还，不收取手续费；于次日或款项已结算后申请，因第三方金流机构（蓝新金流）已完成结算并收取金流服务费，将从退款金额中扣除金流处理手续费（2.8%），其余原路退回。因服务失败或逾时由系统自动退款者，不扣除手续费。

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).

点数无法购买、转让、兑现或退还，使用规则详见“六、点数使用规则”。

五、付款方式与交易流程

支持付款方式：信用卡（Visa、Mastercard、JCB，含国外发行卡）、Apple Pay、Google Pay、Samsung Pay、银联卡；一律以新台币计价，由蓝新金流（NewebPay）处理付款，本公司不接触或储存您的完整卡号。

交易流程：您在下单时针对该笔服务付款，付款完成后服务单才成立并开始服务，未付款不会派工；服务完成并经您确认后结案。付款页面 30 分钟内未完成，该单自动作废，不会扣款。

服务失败或逾时：系统自动对该笔款项取消授权或全额退款，并通知您；实际入账时间视发卡银行作业时间而定。

服务点数：仅为 KOL 合作伙伴提供给粉丝的免费优惠点数，只能在付款时折抵本公司服务费用，规则详见“六、点数使用规则”。本公司不销售点数，亦不经营储值、代收代付或电子支付业务。

套装订阅：为一次性商品金额，付款完成即订阅成功；订阅有效期间内该设备的维修单不另收费。

六、点数使用规则

点数的来源：点数仅为 KOL（网红）合作伙伴提供给粉丝的免费优惠；本公司网站不提供购买、储值或转让点数。

使用方式：点数仅能在付款当下折抵本公司服务费用（1 点折抵新台币 1 元），其余金额以信用卡等方式付款；点数不能单独交易，也不能转赠他人。

有效期限：KOL 粉丝优惠点数每月重置，当月未使用即失效，不可累积或递延。

不可兑现、不可返还：点数不具金钱价值，不可兑换现金、不可退还或提取，亦不得用于第三方商店。

服务失败或退款时：若该笔服务已使用点数折抵，且因服务失败或逾时而退款，系统会把折抵的点数退回您的点数（不转为现金），现金部分按原付款方式退回。

本公司保留对滥用行为（如重复兑换、冒用他人兑换码）停止点数使用的权利。