Terms & Conditions

In these Terms and Conditions, the following definitions apply unless the context requires otherwise:

• "FittasApp", "we", "us", "our" refers to Fittasapp Limited, a company registered in England and Wales with its registered office in London, United Kingdom.
• "Platform" means the FittasApp website (fittasapp.com), the FittasApp Customer mobile application (iOS and Android), the FittasApp Partner mobile application (iOS and Android), and all related services, APIs, and content.
• "Customer" means any individual or business entity who registers to book flooring services through the Platform.
• "Fitter" or "Partner" means any independent contractor who registers to provide flooring installation services through the Platform.
• "Contractor" means a business entity that manages one or more fitters on the Platform.
• "Booking" means a confirmed service request made by a customer for flooring installation or related services.
• "Service Area" means the UK postcode districts where FittasApp services are currently available.
• "Escrow" refers to the payment holding mechanism operated through Stripe where customer funds are held until service completion and certification.
• "Commission" means the platform fee (currently 35%) deducted from each completed booking before disbursement to the fitter.
• "Business User" means a customer account operating under a registered business with access to wallet, bulk booking, and invoicing features.

Fittasapp Limited is a company registered in England and Wales, operating from London, United Kingdom. FittasApp operates as a technology marketplace platform connecting customers who require professional flooring services with independent, vetted flooring fitters and contractors.

FittasApp does not directly employ fitters. All fitters and contractors using the Platform are independent third-party service providers. FittasApp facilitates the connection, booking, payment processing, and quality assurance between customers and fitters.

Our Services Include:

• Online and in-app booking of flooring installation services across UK service areas
• Real-time job matching and fitter assignment based on location, availability, and expertise
• Secure payment processing and escrow through Stripe
• Real-time tracking of fitter location and job progress
• Customer and fitter communication tools
• Rating and review system for quality assurance
• Push notification updates via Firebase Cloud Messaging
• SMS and email communications via Brevo (formerly Sendinblue)

Customer Accounts

• You must be at least 18 years of age to create an account and use our services.
• You must provide accurate, current, and complete registration information including your full name, email address, mobile phone number, and service address.
• Customer accounts may be created using email or UK mobile number.
• You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account.
• You must notify us immediately of any unauthorised use of your account.

Fitter & Partner Accounts

• You must be at least 18 years of age and legally permitted to work in the United Kingdom.
• You must provide verified identification, proof of address, and relevant professional qualifications.
• All fitters undergo a background verification process coordinated through the Platform.
• FittasApp reserves the right to reject or suspend applications that do not meet our compliance, eligibility, or quality requirements.
• Fitter accounts require completion of an onboarding process including identity verification, service area selection, and Stripe Connect account setup.
• Your account credentials must remain confidential. You are liable for all activity under your account.

Account Security

We use one-time password (OTP) verification via SMS for account authentication. OTP codes are 6-digit codes valid for a limited time. We employ rate limiting (maximum 10 failed attempts per 15 minutes) and suspicious login detection to protect your account. If unusual login activity is detected from a new IP address, you will be notified via email.

Platform Availability

FittasApp currently operates across selected UK postcode districts. Service availability is determined by your postcode and the coverage areas of registered fitters. We continually expand our service areas but do not guarantee availability in all locations.

Acceptable Use

You agree not to:

• Use the Platform for any unlawful purpose or in violation of any applicable law or regulation.
• Provide false, misleading, or inaccurate information during registration or booking.
• Impersonate any person or misrepresent your affiliation with any person or entity.
• Interfere with, disrupt, or create an undue burden on the Platform or its infrastructure.
• Attempt to gain unauthorised access to any accounts, systems, or networks connected to the Platform.
• Use automated means (bots, scrapers, etc.) to access or collect data from the Platform without our written consent.
• Circumvent the Platform to directly engage fitters for services outside of FittasApp.
• Post or transmit any offensive, defamatory, or inappropriate content.
• Harass, abuse, or threaten any other user, fitter, or FittasApp staff member.

Service Quality Standards

All fitters on the FittasApp platform are required to maintain professional standards. FittasApp monitors quality through our mandatory rating system, and fitters who consistently receive poor ratings may be suspended or removed from the Platform.

Booking Process

• Customers select their service type, provide property details and measurements, choose a preferred date and time slot, and submit payment authorisation.
• Bookings are confirmed once payment is authorised and a fitter is successfully assigned.
• FittasApp uses intelligent job distribution to match bookings with qualified, available fitters in your postcode district.
• You will receive confirmation via push notification, SMS, and email once a fitter is assigned.

Appointment Scheduling

• Appointments are scheduled within available time slots. FittasApp assigns one job per fitter per time slot to ensure quality service.
• Customers will receive a booking reminder 30 minutes before the scheduled appointment via push notification.
• Fitters are required to confirm their appointments approximately 24 hours in advance.
• You must ensure the property is accessible at the confirmed appointment time. Failure to provide access may result in cancellation charges as outlined in our Refund & Cancellation Policy.

Measurement Verification

Upon arrival, fitters will verify the measurements provided during booking. If actual measurements differ from estimates, pricing will be adjusted accordingly. Customers will be notified of any adjustments via the app and must approve additional charges before work proceeds.

Payment Processing

All payments are processed securely through Stripe, a PCI DSS Level 1 certified payment processor. FittasApp does not store your full card details on our servers.

Escrow System

FittasApp operates an escrow payment model to protect both customers and fitters:

• At Booking: Your payment card is authorised for the full amount. Funds are reserved but not captured.
• During Service: Funds remain held securely in escrow.
• Upon Completion: After the fitter marks the job complete and you submit your mandatory rating, payment is captured.
• Distribution: Platform commission (35%) is retained by FittasApp; fitter earnings (65%) are transferred to the fitter's Stripe Connect account.

Tips

Tips are optional and entirely at the customer's discretion. Tips are transferred 100% to the fitter with zero platform commission. Tips are generally non-refundable except in cases of technical error, duplicate processing, or unauthorised transactions.

Business User Wallets

Business users may maintain a wallet balance for streamlined repeat bookings. Wallet top-ups are processed via Stripe. Wallet balances are refundable upon account closure, subject to our refund policy. Promotional credits and bonuses are not refundable.

Pricing

Service prices are calculated based on the type of flooring service, area (square metres), and applicable rates. All prices displayed include VAT where applicable. FittasApp reserves the right to adjust pricing with reasonable notice.

Cancellations and refunds are governed by our comprehensive Refund & Cancellation Policy. In summary:

• Customer Cancellation (before fitter arrival): 25% cancellation fee applies; 75% refunded.
• Customer Cancellation (fitter on-site): 65% call-out charge applies; 35% refunded.
• Fitter Emergency Cancellation: Full refund plus inconvenience credit of £10–£25.
• Fitter No-Show: Full refund plus £25 service credit.
• Automatic Refunds: Full refund for service area unavailability, no fitter available, or system overcharge errors.

Refunds are typically processed within 5–10 business days to your original payment method. Full details are available in our Refund & Cancellation Policy.

Independent Contractor Status

All fitters using the Platform operate as independent contractors, not employees of FittasApp or Fittasapp Limited. FittasApp does not control the manner in which fitters perform their work, only the standard of quality expected.

Fitter Obligations

• Maintain valid professional qualifications and insurance as required by applicable law.
• Arrive punctually for confirmed appointments.
• Provide professional-quality workmanship in accordance with industry standards.
• Accurately report measurements and job progress through the fitter application.
• Document on-site issues with photographs where required.
• Comply with all applicable health and safety regulations.
• Not solicit customers directly or attempt to circumvent the Platform.

Shift & Availability Management

Fitters manage their availability through shift scheduling in the Partner application. FittasApp assigns jobs based on service area coverage, availability, and existing commitments. Fitters with existing jobs on the same day are excluded from new job broadcasts for that day to ensure quality service.

Contractor Accounts

Contractors may manage multiple fitters under a single business entity. Contractors are responsible for all fitters operating under their account and must ensure compliance with these Terms.

Fitters and partners receive payments through Stripe Connect, a regulated financial services platform. By registering as a fitter, you agree to:

• Create a Stripe Connect Express account during the onboarding process.
• Provide accurate personal and business information to Stripe for identity verification and regulatory compliance.
• Comply with Stripe's Connected Account Agreement and Terms of Service.
• Accept manual payout schedules as configured by FittasApp (payouts are initiated upon customer service rating).

FittasApp Customer App

Available on the Apple App Store (iOS) and Google Play Store (Android). The Customer app allows you to browse services, book appointments, track fitter location in real time, communicate with fitters, manage payments, rate completed services, and receive push notifications.

FittasApp Partner App

Available on the Apple App Store (iOS) and Google Play Store (Android). The Partner app allows fitters to manage availability and shifts, receive and accept job broadcasts, navigate to customer locations, update job status and measurements, manage earnings and payouts, and receive push notifications.

App Store Terms

Your download and use of our mobile applications is also subject to the terms and conditions of the respective app stores (Apple App Store and Google Play Store). In the event of a conflict between these Terms and the app store terms, these Terms shall prevail to the extent permitted.

Device Permissions

Our mobile applications may request the following device permissions:

• Location Services: To determine your service area, provide real-time fitter tracking, and enable navigation.
• Push Notifications: To deliver booking updates, fitter assignment alerts, job status changes, and promotional messages.
• Camera: For fitters to document on-site measurements, issues, and job completion photos.
• Storage: To cache app data and store uploaded images temporarily.

You may manage these permissions through your device settings at any time, but disabling certain permissions may limit app functionality.

Types of Communications

By using FittasApp, you consent to receive communications through the following channels:

Push Notifications (via Firebase Cloud Messaging)

• Booking confirmations and reminders (30 minutes before appointment)
• Fitter assignment and en-route notifications
• Fitter arrival and door-knocking alerts
• Job status updates (started, measurement updated, completed)
• Cancellation and refund notifications
• New job broadcasts for fitters (sent as HIGH PRIORITY to bypass Do Not Disturb)

SMS Messages (via Brevo)

• OTP verification codes for account authentication
• Booking confirmation and status updates
• Partner application lifecycle updates (received, under review, approved, activated)
• Account security alerts

Email Communications (via Brevo)

• Account verification and welcome emails
• Password reset and OTP codes
• Booking receipts and invoices
• Partner onboarding lifecycle emails
• Suspicious login alerts
• Service updates and platform announcements

FittasApp uses location data to provide core platform functionality:

Customer Location Use

• Determine service availability in your UK postcode district.
• Match your booking with nearby qualified fitters.
• Provide real-time fitter tracking showing your fitter's en-route progress.
• Enable accurate navigation for fitters to your property.

Fitter Location Use

• Broadcast available jobs within your registered service districts.
• Provide real-time location sharing to customers when en route.
• Verify on-site arrival for job tracking purposes.
• Calculate nearby districts for expanded coverage recommendations.

Location Data Handling

Location data is collected only when necessary for active bookings or during fitter shift periods. We do not track location data continuously in the background. Location data is processed in accordance with our Privacy Policy and UK GDPR requirements.

Ratings & Reviews

After each completed service, customers must submit a mandatory rating across multiple quality dimensions. This rating system is essential to our quality assurance process and triggers payment release to fitters.

• Ratings must be honest, fair, and based on the actual service received.
• FittasApp reserves the right to remove ratings that contain offensive, defamatory, or fraudulent content.
• Fitters may respond to customer ratings through the Platform.

Photos & Documentation

Fitters may upload photos during service delivery for measurement documentation, issue reporting, and job completion evidence. Customers may upload photos when reporting quality disputes. By uploading content, you grant FittasApp a non-exclusive licence to use such content for platform operations, dispute resolution, and quality assurance.

All intellectual property rights in the Platform, including but not limited to the FittasApp name, logos, website design, mobile application interfaces, software code, algorithms, and content, are owned by Fittasapp Limited or its licensors.

• You may not copy, reproduce, modify, distribute, or create derivative works from any part of the Platform without our prior written consent.
• The FittasApp name, logos, and branding are trademarks of Fittasapp Limited and may not be used without authorisation.
• Feedback, suggestions, or ideas submitted to FittasApp may be used by us without compensation or attribution.

Your privacy is important to us. Our collection, use, and protection of personal data is governed by our comprehensive Privacy Policy, which forms part of these Terms.

Key data protection commitments:

• We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
• Personal data is encrypted using AES-256-GCM encryption at rest.
• We use HMAC-SHA256 for searchable encrypted fields.
• Payment data is processed by Stripe (PCI DSS Level 1 certified) — we do not store full card numbers.
• We use secure presigned URLs for file storage on cloud infrastructure.
• You have the right to access, rectify, erase, and port your personal data as detailed in our Privacy Policy.

Platform Role

FittasApp acts as a marketplace facilitator. We do not directly perform flooring services and are not responsible for the quality of work performed by independent fitters, except through our quality assurance and dispute resolution processes.

Limitation

To the maximum extent permitted by applicable law:

• FittasApp shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform.
• Our total aggregate liability for any claims arising under these Terms shall not exceed the total amount paid by you to FittasApp in the 12 months preceding the claim.
• We do not guarantee uninterrupted, error-free, or secure access to the Platform at all times.
• We are not liable for any loss or damage arising from third-party services integrated with the Platform (including Stripe, Brevo, Firebase, or cloud storage providers).

Exclusions

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be limited or excluded under applicable law (including consumer rights under the Consumer Rights Act 2015).

You agree to indemnify, defend, and hold harmless Fittasapp Limited, its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable legal fees) arising from:

• Your breach of these Terms and Conditions.
• Your use or misuse of the Platform.
• Your violation of any applicable law or regulation.
• Any content you submit or upload to the Platform.
• Your interaction with other users, fitters, or customers.
• Any dispute between you and a third party arising from Platform use.

User Termination

You may close your account at any time by contacting our support team. Account closure is subject to completion of any outstanding bookings and settlement of any pending payments or disputes.

FittasApp Termination

FittasApp reserves the right to suspend or terminate your account, with or without notice, for:

• Breach of these Terms and Conditions.
• Fraudulent, abusive, or illegal activity.
• Repeated poor service quality (fitters receiving consistently low ratings).
• Non-compliance with verification or onboarding requirements.
• Circumvention of the Platform to engage fitters directly.
• Extended account inactivity (12+ months without bookings).
• Upon request of law enforcement or regulatory authorities.

Effect of Termination

Upon account termination: pending bookings may be cancelled with appropriate refunds; fitter earnings for completed work will be disbursed; wallet balances will be refunded subject to our refund policy; and your access to the Platform will be revoked. Sections of these Terms that by their nature should survive termination (including intellectual property, limitation of liability, indemnification, and governing law) shall continue to apply.

Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Dispute Resolution

• Step 1 — Direct Resolution: Contact our customer support team to resolve the issue informally.
• Step 2 — Formal Complaint: Submit a formal complaint through the Platform or via email. We will acknowledge within 2 business days and respond substantively within 10 business days.
• Step 3 — Mediation: If unresolved, either party may refer the dispute to mediation administered under CEDR (Centre for Effective Dispute Resolution) rules.
• Step 4 — Litigation: If mediation fails, disputes may be brought before the courts of England and Wales.

Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Consumer Protection from Unfair Trading Regulations 2008.

FittasApp shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, severe weather events, epidemics, or pandemics.
• Acts of war, terrorism, civil unrest, or government action.
• Strikes, labour disputes, or workforce shortages.
• Power failures, internet outages, or telecommunications disruptions.
• Third-party service provider failures (including Stripe, Brevo, Firebase, or cloud infrastructure).
• Regulatory changes or legal requirements imposed after the effective date of these Terms.

FittasApp reserves the right to update or modify these Terms and Conditions at any time. Changes will be effective upon publication on the Platform. We will notify you of material changes through:

• Email notification to your registered email address.
• Push notification via the mobile applications.
• Prominent notice on the Platform website.

Continued use of the Platform after changes are published constitutes your acceptance of the revised Terms. If you do not agree to the updated Terms, you must discontinue use of the Platform and close your account.

If you have questions, concerns, or complaints about these Terms and Conditions, please contact us:

These Terms and Conditions were last updated on 25 March 2026 and apply to all users of the FittasApp platform, including the website, iOS application, Android application, and all related services operated by Fittasapp Limited.