Terms of Service

1. Introduction and Acceptance of Terms

Help me Fix Ltd. ("Help me Fix", "we", "us" or "our") provides a smart property repair and maintenance platform that combines a first responder video chat service with an AI assisted diagnostic tool known as Aidenn. These Terms of Service ("Terms") govern your access to and use of our website, applications (the "App"), and any associated services (collectively, the "Services"). By accessing, downloading or using any part of the Services, you ("you" or "User") agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Services.

2. Description of Services

Our Services allow residents and property managers to connect via video chat to qualified tradespeople for remote diagnostics, guidance and repairs. The Services also integrate Aidenn, an AI assisted tool that analyses user supplied information (text, images and video) to suggest possible causes, recommend parts, provide troubleshooting guides and prepare reports. Aidenn's outputs are advisory only; all decisions about repair actions remain with qualified human engineers. Users may request a non AI triage channel by contacting support.

3. Eligibility

4. Privacy and Recording Notice

Please review our Updated Privacy Policy, which explains how we collect, use, share and protect your personal data, and describes your rights under the UK GDPR, the Data (Use and Access) Act 2025 (DUAA) and other applicable laws. By using the Services, you acknowledge and consent to the collection and use of personal data as described in that policy.

We record calls (audio and video) to monitor quality, improve service and provide engineers with accurate information for a first time physical fix. Call recordings and diagnostic data are retained for up to 24 months or until the repair is resolved, then anonymised or deleted unless required by law. You may request deletion of recordings at any time.

5. AI Usage Notice

Aidenn is a multimodel AI system that uses third party and internal models (see our Model Card) to assist with fault diagnosis and triage. Aidenn does not make final decisions about repairs. Human engineers review all AI outputs. You may opt out of AI based processing and request a traditional call out. Aidenn operates as a limited risk system under the EU AI Act; no biometric recognition or emotion detection is performed. You have the right to challenge any automated suggestion and obtain human intervention.

6. Personal Data Collection and Use

We collect:

• Account information (name, email address, phone number, postal address, login credentials) to create and manage your account;
• Diagnostic data (photos, videos, descriptions of faults) to provide and improve our Services;
• Usage logs (IP address, device information, OS version) for security and service improvement;
• Communications (messages and feedback) to respond to enquiries and monitor service quality.

We process this data based on consent, recognised legitimate interests (emergency repairs, safety and safeguarding) and contractual necessity. You may opt out of your data being used for training Aidenn; anonymised data may be used to improve our AI models.

7. Sharing of Personal Data

We share personal data only as necessary with:

• Landlords or housing providers to coordinate repairs;
• Engineers and contractors to diagnose and resolve issues;
• Approved subprocessors (e.g., Zapier, Mailgun, Twilio, Vonage, Microsoft) for communications, video services and workflow automation;
• Regulatory bodies or law enforcement where required by law.

All recipients are bound by confidentiality and data protection obligations. We do not sell personal data. For international data transfers, we use appropriate safeguards (e.g., standard contractual clauses) and comply with DUAA requirements.

8. User Responsibilities

You agree to use the Services responsibly and lawfully. You must not impersonate others, provide false information or undertake any activity that may harm persons or property. You are responsible for verifying the suitability of any recommendations before taking action, especially when dealing with gas or electrical repairs. If you are not competent to perform a suggested task, do not attempt it and consult a qualified professional.

9. Limitation of Liability

Help me Fix Ltd. and Trade Innovations (Data Services) Ltd. shall not be liable for any indirect, incidental, special or consequential damages arising from your use of the Services. The Services are provided "as is" without warranties of any kind. Aidenn's advice is insured under a professional indemnity policy but is provided as a supplementary tool. Your sole and exclusive remedy for dissatisfaction with the Services is to stop using them.

10. Indemnification

You agree to indemnify and hold harmless Help me Fix Ltd., Trade Innovations (Data Services) Ltd. and their affiliates from any claims, damages, liabilities, and expenses (including legal fees) arising from your use of the Services, your violation of these Terms or any applicable law, or your violation of any rights of a third party.

11. Modifications to the Services and Terms

We may update, modify or discontinue any part of the Services at any time. We may also revise these Terms from time to time. You will be notified of material changes through our website or other appropriate means. Continued use of the Services after changes take effect constitutes acceptance of the revised Terms.

12. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from these Terms shall first be attempted to be resolved amicably. If unresolved, disputes shall be referred to arbitration under the rules of the London Court of International Arbitration (LCIA). Nothing in this clause prevents a consumer from bringing a claim in the courts of their habitual residence if required by applicable law.

13. Contact Information

For questions about these Terms or our privacy practices, or to exercise your rights, please contact our Data Protection Officer at legal@tradeinnovations.group or write to: Trade Innovations Ltd, International House, 36-38 Cornhill, London, EC3V 3NG, United Kingdom.

14. Acknowledgement

By using the Services, you acknowledge that you have read and understand these Terms, the Model Card and the Privacy Policy, and agree to be bound by them. If you do not agree, please cease using the Services and contact us for alternative arrangements.