Scheduling

In which cities do you offer online scheduling?

  • The Fix My Life service, which includes the ability to schedule Certified Service Providers online, is currently only available in Johannesburg, with many more cities planned in the future. The plan for Fix My Life is to roll the service out nationally in due course. Please do get in touch with us via the contact us form to let us know where in South Africa you would like to see the Fix My Life service offered next.

How do i schedule and appointment?

  • You can schedule an appointment on our website via your computer, mobile device or tablet or via our 24/7 call centre. Our App will be launched in the near future.Website: Through the website you are able to select the service your require, enter the suburb in which you live and to choose the date and time on which you would like the service carried out. Your request then automatically notifies all eligible Service Providers that operate in your area. The Service Provider that is available at your requested date and time will then be assigned to your job and you will receive confirmation with the Service Provider’s details as soon as your job is matchedCall centre: You call the Fix My Life number 087 135 1300 and a friendly call centre agent will help you through the quick registration process. Depending on your requirements, we will arrange an appointment with a reputable Service Provider that is convenient for you. You will then be contacted with confirmation of your appointment.The App: You will be able to select the Service Provider that will be able to assist you with your home requirements by seeing which Service Provider is nearest to your location. COMING SOON

How do I cancel or reschedule an appointment?

  • Log into your Fix My Life account at www.fixmylife.co.za and choose your “In Progress” jobs. Find the job that you would like to reschedule and choose the “Reschedule” option. Please note that if you reschedule the appointment within 24 hours of the schedule time, you will still be charged the call-out fee.All unilateral cancellations and rescheduling are at our sole discretion and subject to our Terms and Conditions, and may result in your deposit or payments being forfeited.

Will I be refunded the Call out Fee for Jobs which are cancelled or rescheduled?

  • Our decision to agree to your request for cancellation and/or rescheduling, and/or election to refund, is at our sole and absolute discretion, and subject to our Terms and Conditions .It is our policy to attempt to assist and co-operate with you in all reasonable respects, and in making our decision or election, we take into account all relevant circumstances, on a job by job basis.

How do you calculate the standard call-out fees?

  • The call-out fees listed on the website have been determined by reviewing various call-out fee charges from various service providers in a range of areas, more specifically from fully accredited service providers. On the basis of this we have then determined a fair average call-out fee to charge per service.

What if I want a quote for a job that requires an onsite evaluation?

  • In order to ensure that quotes submitted by service providers are accurate, an on-site assessment will always be required. If your issue is resolved within one hour during the on-site assessment, you will be charged a call-out fee by the service provider. Alternatively, the service provider will submit a quote to you once he has conducted the on-site assessment.

Will I get a confirmation email?

  • We will send a confirmation email to you as soon as your job has been assigned to a service provider and the appointment is scheduled. If you don’t receive it within 30 minutes, please call us at 087 135 1300 to troubleshoot. We also send confirmation mails regarding any changes or updates in the booking date and/or time as well as confirmation mails once the service provider has indicated that he has completed the job.

What should I expect on the day of service?

  • The Service Provider will arrive on time at the scheduled start time for a job. If for whatever reason they are running late, they will notify you of this to ensure as little inconvenience to you as possible. The service provider will be extremely professional, well presented and efficient in dealing with your service request. Your home Service provider will leave the job site clean and organised, even if it’s a messy project. When your project is complete, and you are satisfied with the work done, then Fix My Life will debit your credit card.

What if something goes wrong on my project?

  • Fix My Life will not be held liable for any damages incurred by the Service Provider, however, we are always here to help and assist you with any complaints or queries. All our Service providers are accredited, insured and fully vetted so if we receive negative feedback from a customer regarding a particular service provider, Fix My Life will take this very seriously. As all payments are collected by Fix My Life, we can withhold payment to the service provider until your problem is remedied. If you have a problem, please do not hesitate to contact us via email at info@fixmylife.co.za or call our 24/7 call centre on 087 135 1300 and we’ll work with you to make things right.

Certified Service Providers

In which cities can I schedule a vetted service provider for my project?

  • The Fix My Life service, which includes the ability to schedule Certified Service Providers online, is currently only available in Johannesburg, with many more cities planned in the future. The plan for Fix My Life is to roll the service out nationally in due course. Please do get in touch with us via the contact us form to let us know where in South Africa you would like to see the Fix My Life service offered next.

How do you vet the service providers?

  • Certified Service Providers are qualified home services professionals who meet Fix My Life’s high standard of quality and service. To ensure that all of our customers have the best experience possible, all service providers are thoroughly vetted and endorsed by CSS Tactical, a well renowned security company in Johannesburg. We interview every Certified Service Provider, verify their qualifications and insurance according to local laws, survey past customers, and conduct background checks on each of their technicians. Each service provider listed on our platform must pass extensive background checks and an in-person screening. Furthermore, each professional is required to have paid experience in their field and provide valid references including all required industry accreditations.Below are the full vetting criteria each and every service provider must meet to list their services on Fix My Life’s platform:
    • Certificate of Registration from CIPC
    • Certified Letter from the Bank
    • Industry Regulatory Body Certifications
    • Summary of Business Insurance Cover
    • Identity Documents of all Workers
    • Trade References
    • Client References

How do you match Certified Service Providers to my project?

  • Fix My Life aims to finds the best fit in Certified Service Providers for your project using a variety of ranking factors. These factors include how well their skillset fits your project requirements, how soon they can start on your requested job as well as their recent ratings and feedback from jobs conducted on the Fix My Life platform. If you have utilised the services of a particular service provider for a certain job and would like to book the same service provider again, provided the service provider offers that service, you will have the option to select that service provider again when booking your new job.

What does it cost to be a Certified Service Provider?

  • Nobody can pay to become a Certified Service Provider on the Fix My Life platform. The service provider must have all the necessary industry accreditations, insurance and background checks in place in order to be eligible to become a listed service provider on the Fix My Life platform. Once certified and fully vetted by Fix My Life, our Service Providers pay a percentage fee based on each completed project. Please note that this fee does not increase the invoice price for customers. Customers utilizing the Fix My Life platform will not incur any additional charges over and above the standard charges you would pay to any service provider for work done.

How can I get certified?

  • To apply to become a Certified Service Provider for Fix My Life, please fill out this form and someone from Fix My Life will be in touch. Please ensure that you have all the necessary industry accreditation, trade and client references as well as being fully compliant with all insurance requirements.

Payments

When do I pay?

  • Fix My Life handles all transactions via the platform and requires a 60% deposit once a quote has been submitted and accepted in order to continue with the work. Once your job has been completed and you have indicated that the job has been completed to your satisfaction, Fix My Life will then debit the remaining 40%. If you have scheduled an appointment that has an upfront call-out fee, Fix My Life will debit your credit card for a 60% deposit for the call out fee. The remaining 40% will be debited once the job has been completed and you have indicated that the job has been completed to your satisfaction.

Do I pay Fix My Life or the home Service Provider?

  • Fix My Life handles all transactions via the platform and under no circumstances whatsoever will you be required to pay money directly to your service provider. All transactions will occur through the Fix My Life platform with full transparency to you the customer. At present, all transactions are conducted via credit card but we will adding EFT functionality to the site in the near future. In the event that a service provider does request that you the client, pay money directly to them, the service provider will in fact be in breach of their contract with Fix My Life. If this does happen, we kindly request that you immediately report this to Fix My Life management which can be done via email on info@fixmylife.co.za or via the call centre on 087-135-1300

What payment methods do you accept?

  • Fix My Life accepts any Visa or MasterCard credit card. We will adding EFT functionality to the site in the near future.

How does Fix My Life make money?

  • Fix My Life charges its Service Providers a reasonable percentage fee for every completed project.

How secure is my money?

  • To ensure that all of our customers have the best experience possible, all service providers are thoroughly vetted. Each service provider listed on our platform must pass extensive background checks and an in-person screening. Furthermore, each professional is required to have paid experience in their field and provide valid references including all required industry accreditations. A major frustration we’ve heard from homeowners is that every service provider wants to be paid in a different way. Some want cash under-the-table, others only take cheques, a few will take your credit card number but use outdated technology more prone to fraud. Fix My Life handles the entire billing process for service requests, from start to finish. Fix My Life handles all transactions and holds all money owing to a service provider until a job has been completed to the customer’s satisfaction. Fix My Life will release part of the deposit to the service provider in cases where the service provider is required, before work commences to purchase parts required for the successful completion of the job. Only in this scenario and with a valid invoice from the service provider, will Fix My Life release any money to the service provider before the job has been completed to the customer’s satisfaction. All payments are processed through a secure, SSL-encrypted, PCI-compliant system trusted by companies worldwide.For all purchases and payments for fees or expenses associated with a service, Fix My Life will charge your credit card according to the amount agreed upon between you and Fix My Life for the use of the services of the Service, and you hereby authorise us to charge your credit card for such amounts. With regards to cancellations and refunds, please refer to our Terms and Conditions. Whilst Fix My Life is not liable for the money exchanged between customer and service provider on the Fix My Life Platform, we do significantly reduce the risk to both parties by facilitating and managing the entire process. Fix My Life only lists vetted, reliable service providers who have a track record of good service and trustworthy dealings with their clients which significantly reduces the risk to Fix My Life customers trading on the Fix My Life platform.

 

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