Terms Of Service | FixMyFile

IMPORTANT NOTICE TO CLIENTS

These Terms and Conditions ("Terms") are deliberately detailed, technical, and comprehensive, and are expressly drafted to withstand audit scrutiny, complaint escalation, third‑party challenge, chargeback review, and regulatory or civil examination. They are designed to clearly define the nature of our services, allocate risk fairly and lawfully, manage expectations, and prevent misunderstanding or misrepresentation.

By engaging our services, making payment, providing written consent, or allowing work to commence, you confirm that you have read, understood, and agreed to be legally bound by these Terms in full.

0. CORE PRINCIPLES, CLIENT ACKNOWLEDGEMENT, AUDIT SAFEGUARDS & RISK ALLOCATION

0.1 The Client expressly acknowledges and agrees that the Services provided by FixMyFile are professional consultancy services requiring judgment, interpretation, discretion, sequencing, and prioritisation. Such Services are inherently subjective and are not capable of being reduced to mechanical steps or guaranteed outputs.

0.2 The Client further acknowledges that outcomes are entirely dependent on third parties (including banks, CIFAS members, regulators, and counterparties) whose decision-making processes, timelines, and internal criteria are outside the control of FixMyFile.

0.3 The Client confirms that they are engaging FixMyFile for assistance, preparation, advocacy support, and strategic guidance, and not for a guaranteed outcome, fixed submission date, specific wording, tone, or approach.

0.4 The Client accepts that dissatisfaction with progress, communication style, drafting approach, internal sequencing, consultant allocation, tone, or strategic direction does not constitute service failure, negligence, breach of contract, or entitlement to a refund.

0.5 The Client acknowledges that these Terms are drafted to address known areas of regulatory, audit, and dispute scrutiny, including (without limitation): expectations management, scope definition, work-in-progress recognition, professional discretion, and client conduct.

0.6 No clause within these Terms shall be interpreted as a promise, warranty, representation of certainty, or assurance of outcome unless expressly stated in writing and signed by an authorised director of FixMyFile.

1. LEGAL STATUS, NATURE OF BUSINESS & REGULATORY POSITION

1.1 FixMyFile ("FixMyFile", "we", "us", "our") is a trading name of Legal Disputes UK Limited (Company No. 17321196), a private limited company incorporated in England and Wales on 5 July 2026, operating as a private consultancy. FixMyFile may operate and trade under partner brand names where appropriate, and all such activity remains subject to these Terms.

1.2 The Client acknowledges and agrees that FixMyFile is:

Not a firm of solicitors;
Not a law firm;
Not authorised to conduct reserved legal activities;
Not a regulator or public authority;
Not acting in a fiduciary capacity.

1.3 All Services are non-reserved, advisory, preparatory, analytical, strategic, and representative in nature.

1.4 Any similarity between the structure or tone of our work and that of formal legal documents does not alter our status as a consultancy nor create solicitor-client privilege.

2. ACCEPTANCE, FORMATION OF CONTRACT & IRREVOCABLE BINDING EFFECT

2.1 These Terms form a legally binding agreement upon the earliest occurrence of any of the following:

receipt of any payment;
written acceptance by email, message, electronic signature, or portal;
commencement of analysis, drafting, review, or consultant allocation;
engagement with the Services following quotation or onboarding.

2.2 Acceptance may occur expressly or by conduct and shall not require a wet-ink signature.

2.3 Once formed, this contract is irrevocably binding and may not be rescinded, disapplied, or reinterpreted retrospectively based on dissatisfaction, change of mind, or external advice.

3. SCOPE OF SERVICES, WORK-IN-PROGRESS & AUDIT CLARITY

3.1 The Services may include, without limitation:

case intake and issue identification;
factual review and chronology construction;
strategic and procedural analysis;
drafting of representations, appeals, responses, or submissions;
compilation and structuring of supporting materials;
internal review, refinement, and readiness assessment.

3.2 The Services expressly exclude:

guaranteed outcomes or removals;
guaranteed timelines or deadlines;
guaranteed acceptance or approval;
continuous or on-demand communication;
obligation to submit where authority is withdrawn.

3.3 The Client expressly acknowledges that preparation, drafting, analysis, internal review, consultant deliberation, and readiness for submission constitute valid, chargeable, and complete service delivery, even where a case is paused, cancelled, or not ultimately submitted.

3.4 For audit and dispute purposes, work shall be deemed performed when consultant time is spent, regardless of whether a final outward document has been delivered to the Client.

4. PROFESSIONAL JUDGMENT, EXPERIENCE, GUIDANCE & NON-RELIANCE

4.1 All advice, views, assessments, and recommendations are provided on the basis of professional experience, industry knowledge, comparative pattern analysis, and risk-based judgment.

4.2 Any reference to prospects, likelihood of success, or strength of case is:

an opinion only;
a guideline based on experience;
subject to change as facts evolve;
not a representation or promise.

4.3 The Client confirms that they have not relied, and will not rely, on:

informal statements;
messaging app communications;
expressions of optimism;
indicative timelines;
third-party interpretations of our advice,

as forming any contractual guarantee.

5. SERVICE TIERS, PRIORITY, RESOURCING & UPGRADES

5.1 Service tiers reflect differences in priority, consultant allocation, access windows, and internal resourcing, not differences in legal entitlement or outcome.

5.2 The Client acknowledges that tier selection directly impacts:

speed of progression;
frequency of updates;
consultant availability;
depth of review cycles.

5.3 Upgrades are optional, apply prospectively only, and require payment before implementation.

5.4 Downgrades, partial refunds, or retrospective reclassification of tiers are not permitted once work has commenced.

6. CASE ACTIVATION, COMMENCEMENT & IRREVERSIBILITY

6.1 A Case is deemed activated immediately upon any consultant time being allocated, analysis commencing, drafting beginning, or internal review taking place.

6.2 Activation may occur prior to submission, prior to document delivery, and prior to any outward communication.

6.3 Once activated:

professional time becomes chargeable;
work may proceed in parallel across consultants;
cancellation rights are materially limited.

6.4 Activation is irreversible for the purposes of refund eligibility.

6A. IMMEDIATE SERVICE COMMENCEMENT & COOLING-OFF WAIVER

6A.1 The Client expressly requests that FixMyFile commence the provision of Services immediately upon payment, onboarding confirmation, or allocation of consultant time.

6A.2 The Client acknowledges that the Services provided by FixMyFile constitute digital consultancy services and professional advisory services which begin immediately upon case activation.

6A.3 The Client further acknowledges and agrees that once consultant time has been allocated, analysis commenced, drafting initiated, or internal review undertaken, the Service shall be deemed to have begun in full.

6A.4 Where the Client has expressly requested immediate commencement of Services, the Client acknowledges that any statutory cooling-off rights (to the extent applicable under consumer legislation) may be waived once the Service has begun.

6A.5 The Client expressly confirms that they understand that professional consultancy services may begin immediately upon engagement and that cancellation thereafter does not reverse work already undertaken.

6B. SERVICE ACTIVATION RECORD & CONSULTANT TIME EVIDENCE

6B.1 FixMyFile maintains internal service activation records which may include, without limitation:

consultant allocation logs;
analysis time records;
drafting preparation records;
internal review notes;
strategy development discussions;
case structuring activity.

6B.2 The Client expressly acknowledges that such internal records constitute valid evidence that professional Services have commenced and progressed, regardless of whether a final outward document has yet been delivered.

6B.3 For the avoidance of doubt, consultant time spent on case analysis, review, drafting preparation, internal discussion, or strategic planning constitutes chargeable professional work.

6B.4 Such records may be relied upon by FixMyFile in the event of:

payment disputes;
chargeback investigations;
complaint reviews;
civil proceedings;
regulatory enquiries.

7. COMMUNICATIONS, AVAILABILITY, RESPONSE TIMES & AUDIT EXPECTATIONS

7.1 Communication may occur via email, telephone, messaging platforms, or client portals.

7.2 The Client acknowledges that:

immediate responses are not guaranteed;
silence does not indicate inactivity;
drafting and review often occur without interim updates.

7.3 Any out-of-hours communication is discretionary, non-contractual, and does not create a precedent or entitlement.

8. FEES, PAYMENTS, SCOPE VARIATION, CONTINGENT WORK & ADDITIONAL CHARGES

8.1 Fees are charged for professional consultancy time, expertise, analysis, drafting, escalation planning, regulator‑facing positioning, correspondence preparation, and strategic case handling, not for outcomes.

8.2 The Client expressly acknowledges that credit‑file, data‑rights, and financial dispute matters are inherently fluid and may evolve unpredictably due to third‑party conduct, disclosure delays, lender resistance, CRA positioning, or newly surfaced information.

8.3 Accordingly, FixMyFile reserves an unfettered right, exercisable at its sole professional discretion, to:

(a) vary scope;
(b) introduce additional workstreams;
(c) require supplementary fees;
(d) re‑quote or stage fees;
(e) pause or sequence work pending further payment,

where such steps are reasonably considered necessary to progress, protect, or re‑position the Client's case.

8.4 Additional or contingent fees may arise (non‑exhaustively) where:

new adverse information emerges;
prior representations require re‑drafting;
escalation beyond the original scope is warranted;
third parties obstruct or delay;
the Client's prior disclosures prove incomplete or inaccurate;
regulators, lenders, or CRAs impose further evidential demands.

8.5 Such fees are deemed foreseeable, reasonable, and contractually permitted by acceptance of these Terms, whether or not individually itemised at the outset.

8.6 Declining optional additional work does not negate, suspend, refund, or reverse fees already earned or work already completed.

8E. LATE PAYMENT FEES & PAYMENT OBLIGATIONS

8E.1 All fees are due and payable on the date specified in the invoice, payment agreement, or on-boarding documentation. Time of payment is of the essence.

8E.2 FixMyFile reserves the right to charge a late payment fee of £35 + VAT per invoice where payment is not received within 7 calendar days of the due date. This fee is charged to cover administrative costs associated with chasing, processing, and managing overdue accounts.

8E.3 Where payment remains outstanding for more than 14 calendar days beyond the due date, FixMyFile further reserves the right to:

charge statutory interest at 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable;
suspend all active work on the case until the outstanding balance is cleared in full;
require payment of the full outstanding balance before any further work is undertaken;
refer the debt to a third-party collections agency;
initiate County Court proceedings to recover the outstanding sum and all associated recovery costs.

8E.4 Any costs incurred by FixMyFile in recovering outstanding payments — including without limitation debt collection agency fees, court filing fees, solicitor costs, and enforcement expenses — shall be recoverable from the Client in addition to the principal sum owed.

8E.5 The Client expressly acknowledges that suspension of work due to non-payment does not constitute service failure, breach of contract by FixMyFile, or grounds for refund.

8E.6 Partial payments do not discharge the outstanding balance and do not prevent FixMyFile from pursuing the remaining sum under these Terms.

8F. DOCUMENT AMENDMENT FEES & MID-CASE CHANGES

8F.1 FixMyFile's services are delivered on the basis of the information, instructions, and evidence provided by the Client at the point of engagement or as subsequently agreed in writing.

8F.2 Where a Client requests material changes to documents, representations, or case strategy after work has commenced — whether due to new information, changed instructions, or altered circumstances — FixMyFile reserves the right to charge an amendment fee. Such fees will reflect the professional time required to revise, re-draft, re-analyse, or restructure the affected work.

8F.3 Amendment fees may be charged (without limitation) where:

a Client changes their account of events after initial documentation has been prepared;
new evidence is disclosed that materially alters the case narrative or strategy;
a Client requests stylistic, tonal, or structural changes beyond what FixMyFile considers professionally appropriate;
a Client requests re-drafting of documents already submitted or approved for submission;
changes are required due to Client error, omission, or misrepresentation during the initial intake process.

8F.4 Where amendment fees apply, the Client will be notified in advance where practicable. However, where urgency demands immediate action to protect case progression, FixMyFile may undertake amendments and invoice retrospectively.

8F.5 The Client acknowledges that document amendment fees are a foreseeable cost of case management and form part of the contractual risk allocation accepted under these Terms.

8A. PAYMENT DISPUTES, CHARGEBACKS & FINANCIAL DISPUTE PROCESS — ZERO TOLERANCE

8A.1 The Client agrees that any concern regarding payment, service scope, or dissatisfaction must be raised directly with FixMyFile in writing to info@fixmyfile.co.uk before initiating any payment dispute through a bank, card provider, or payment intermediary.

8A.2 Any attempt to initiate a chargeback, payment reversal, or payment dispute in relation to an activated Service will:

(a) immediately and automatically void any money-back guarantee or refund entitlement;
(b) immediately suspend all active work on the case;
(c) be treated as a material breach of contract;
(d) incur a £250 + VAT administrative dispute handling fee which becomes immediately due and payable;
(e) result in any outstanding balance being referred for recovery via the County Court, debt collection, or any other lawful means available to FixMyFile;
(f) result in FixMyFile pursuing all costs of recovery, including court fees, solicitor costs, and any enforcement expenses.

8A.3 FixMyFile reserves the absolute right to pursue any outstanding balance, including disputed amounts, administrative fees, and recovery costs, through the County Court, a debt collection agency, or any other lawful means. The Client expressly acknowledges and accepts this.

8A.4 In the event of a chargeback or payment dispute, FixMyFile will submit comprehensive evidence to the relevant payment provider, bank, or dispute body, including without limitation:

client communications and onboarding records;
service acceptance records and Terms and Conditions acceptance;
consultant activity logs, analysis records, and internal work evidence;
case preparation and activation timestamps.

8A.5 The Client acknowledges that professional services may be delivered in stages and may include internal work product that is not immediately visible to the Client, all of which constitutes chargeable and complete service delivery.

8A.6 Initiation of a payment dispute does not extinguish the underlying contractual obligation for fees where Services have commenced, and FixMyFile will vigorously defend any such dispute and pursue all outstanding balances.

8B. NATURE OF FEES & PROFESSIONAL TIME COMPENSATION

8B.1 All fees charged by FixMyFile represent compensation for professional consultancy time, expertise, case analysis, drafting preparation, and strategic advisory work.

8B.2 Fees are not charged for a guaranteed result, outcome, or decision by any third party.

8B.3 The Client expressly acknowledges that payment is made for the provision of professional services and consultant time, not for the purchase of a physical product or guaranteed outcome.

8B.4 The Client further acknowledges that the following constitute legitimate and billable components of professional service delivery:

analysis;
internal drafting;
document preparation;
case structuring;
consultant review;
strategy formulation.

8C. SCOPE CHANGE DUE TO NEW INFORMATION

8C.1 The Client confirms that all information provided during onboarding and case intake is accurate, complete, and disclosed in good faith.

8C.2 Where additional information, previously undisclosed facts, or new evidence emerges after case activation, FixMyFile may determine that additional analysis, drafting, or strategic work is required.

8C.3 In such circumstances FixMyFile reserves the right to:

vary the scope of work;
introduce additional drafting requirements;
require supplementary fees;
restructure the case strategy,

where such steps are reasonably necessary to properly progress the case.

8C.4 The Client acknowledges that such scope variations are foreseeable within complex financial dispute matters and form part of the contractual risk allocation accepted under these Terms.

8D. PAYMENT PLAN ELIGIBILITY, FINANCIAL DISCLOSURE & MISREPRESENTATION

8D.1 FixMyFile may, at its sole professional discretion, offer certain Clients the option to pay fees via a staged or instalment-based payment plan. Such arrangements are not an automatic entitlement and are offered only where the Client satisfies FixMyFile's internal eligibility criteria.

8D.2 The Client acknowledges that payment plan availability may be determined through an internal eligibility assessment, which may include (without limitation):

income level;
employment status;
financial hardship indicators;
affordability thresholds;
case complexity;
internal risk assessment.

8D.3 Where a Client declares financial hardship or indicates that they are unable to pay the full service fee upfront, FixMyFile may provisionally offer a reduced-deposit or staged payment arrangement based upon the financial information provided by the Client.

8D.4 The Client expressly acknowledges that any such payment plan is granted strictly on a provisional basis and is dependent upon the accuracy and honesty of the financial information disclosed during onboarding or subsequent communications.

8D.5 If FixMyFile later becomes aware that the Client provided inaccurate or misleading financial information, FixMyFile reserves the absolute right to withdraw the payment plan and require immediate payment of the outstanding balance.

8D.6 The Client acknowledges that payment plans are granted as a goodwill accommodation rather than a contractual entitlement, and that FixMyFile is under no obligation to continue such arrangements where circumstances indicate the Client is reasonably capable of paying the full balance.

8D.7 The Client further acknowledges that staged payment arrangements do not alter the total fee owed for the Services and do not limit FixMyFile's contractual rights to recover outstanding balances.

9. CLIENT OBLIGATIONS, CONDUCT, COOPERATION & CAUSATION

9.1 The Client must:

provide accurate, complete, and truthful information;
meet deadlines;
cooperate promptly;
act in good faith;
maintain professional conduct at all times.

9.2 The Client acknowledges that failures in cooperation, accuracy, or timeliness may materially affect outcomes and shall not give rise to liability on the part of FixMyFile.

9.3 FixMyFile shall not be responsible for consequences arising from Client conduct, omissions, misstatements, or third-party actions.

9A. CLIENT DISCLOSURE OBLIGATIONS & TRUTHFUL INFORMATION REQUIREMENT

9A.1 The Client confirms that all information provided to FixMyFile in relation to their case is accurate, truthful, and complete to the best of their knowledge.

9A.2 The Client acknowledges that FixMyFile's ability to provide appropriate advice, analysis, and representation depends entirely upon the accuracy of the information supplied by the Client.

9A.3 The Client must not:

conceal relevant information;
provide false statements;
omit material facts;
misrepresent circumstances surrounding the case.

9A.4 Where FixMyFile reasonably believes that the Client has provided incomplete, misleading, or false information, FixMyFile reserves the right to suspend the case, require clarification, revise the scope, or terminate the Service.

9A.5 The Client acknowledges that FixMyFile shall not assume liability for any consequences arising from inaccurate, incomplete, or misleading information supplied by the Client.

ADDITIONAL SERVICE TERMS & PAYMENT CONDITIONS

1. Nature of Service

All services provided by FixMyFile UK are delivered on a bespoke and case-specific basis. Documentation and representations are prepared using raw case data, client instructions, and supporting evidence provided at the time of engagement.

Where additional documents, evidence, or supporting materials are required:

The Client will be notified and must provide such materials and/or any associated payments within 24 hours of request.
Failure to comply within this timeframe may result in delays to the case, suspension of work, or reassessment of service viability.

2. Additional Documentation & Charges

Where further documentation, reports, or escalations are required beyond the initial agreed scope:

These may be subject to additional fees.
Such fees are considered part of the ongoing engagement, not a separate contract.
Work will not proceed on additional stages until payment is received.

3. Payment Integrity & Chargebacks

All payments made to FixMyFile UK must be authorised, valid, and not subject to reversal without legitimate cause. In the event of failed payments, reversed transactions, or chargebacks raised without valid grounds, we reserve the right to:

Reclaim the full outstanding balance.
Apply administrative and recovery charges.
Suspend or terminate all active services immediately.
Retain all work completed up to that point.

Further action may include escalation to debt recovery or legal proceedings where necessary.

4. Right to Suspend or Terminate Services

FixMyFile UK reserves the right to pause or terminate any case, or refuse continuation of services, where:

Payment terms are not met.
Client cooperation is insufficient.
Instructions are not followed.
There is abuse of the service process.

5. Refund Policy

Due to the nature of the services provided, all services are non-refundable once work has commenced. Clients must allow the case to proceed through all appropriate stages and exhaust all reasonable avenues of appeal and escalation. Refunds will not be considered where:

A client withdraws prematurely.
A client fails to cooperate.
A client refuses recommended escalation steps.

Any exception to this policy is strictly at the sole discretion of FixMyFile UK.

6. Acceptance of Terms

By engaging our services, the Client confirms that they:

Understand and accept these conditions.
Agree to comply with all payment and cooperation requirements.
Acknowledge that failure to do so may impact the outcome of their case.

10. DELIVERABLES, INTERNAL WORK PRODUCT & COMPLETION

10.1 Not all work product is client-facing or required to be disclosed.

10.2 Internal drafts, analysis notes, strategic discussions, consultant deliberations, and preparatory work constitute valid service delivery.

10.3 Submission is not the sole or determinative indicator of completion.

11. CLIENT BEHAVIOUR, ABUSE, REPEATED ALLEGATIONS & ZERO‑TOLERANCE POLICY

11.1 FixMyFile maintains a strict zero‑tolerance policy toward:

abusive, threatening, or coercive language directed at any member of staff or consultant;
defamatory statements, false allegations, or reputationally damaging communications made to third parties about FixMyFile or its employees;
harassment, intimidation, or persistent unwanted contact directed at individual staff members or consultants;
repeated or escalating allegations unsupported by evidence;
attempts to leverage refunds through pressure, threats, or coercive tactics;
involvement of third‑party pressure firms without prior written authority;
allegations of illegality, fraud, or misconduct made without factual basis;
communications designed to embarrass, intimidate, or publicly discredit FixMyFile or its staff without lawful justification.

11.2 For avoidance of doubt, dissatisfaction with outcome, speed, tone, or strategy does not constitute misconduct and shall not justify allegations or abusive behaviour.

11.3 Any conduct under clause 11.1 constitutes a material breach and entitles FixMyFile to:

immediately suspend the Client's access to all services and portals;
terminate the Service agreement without notice;
retain all fees earned to the date of termination;
pursue the Client for any additional costs or damages arising from the conduct.

11.4 Termination under this clause automatically extinguishes:

(a) any refund entitlement;
(b) any guarantee eligibility;
(c) any further duty of engagement or response.

11.5 The Client accepts that persistent unfounded allegations, repeated contact after termination, or attempts to publicly defame FixMyFile may constitute abuse of process and may result in further legal action.

11.6 FixMyFile reserves the right to report any conduct that may constitute a criminal offence — including threats, harassment, or defamation — to the appropriate authorities without prior notice to the Client.

11.7 Where a Client publishes false or defamatory statements about FixMyFile or its staff online, in reviews, or via social media, FixMyFile reserves the right to pursue civil remedies including injunctive relief, damages, and legal costs recovery.

11A. UNLAWFUL, FRAUDULENT OR IMPROPER CASES

11A.1 FixMyFile operates strictly within the laws of England and Wales and does not participate in, facilitate, or assist any activity which may reasonably be considered unlawful, fraudulent, deceptive, or abusive of financial systems.

11A.2 The Client acknowledges and agrees that FixMyFile reserves the absolute right to decline, suspend, or terminate any case where it reasonably believes that the Client is seeking assistance in relation to unlawful conduct, has knowingly participated in fraud or financial misconduct, is attempting to manipulate or mislead financial institutions, or has concealed material facts which significantly alter the nature of the case.

11A.3 Where FixMyFile determines that such circumstances exist, FixMyFile reserves the right to immediately terminate the Service, retain fees already earned for work completed, and decline further engagement with the Client.

11A.4 Termination under this clause shall not give rise to any refund entitlement where work has already been performed or where the termination arises from the Client's conduct.

11B. CASE CONTROL, STRATEGIC AUTHORITY & PROFESSIONAL AUTONOMY

11B.1 FixMyFile retains full professional autonomy over the strategy, sequencing, structure, tone, approach, and content of all case work undertaken on behalf of the Client.

11B.2 The Client acknowledges and agrees that FixMyFile's consultants are professionals whose judgment must be exercised independently and without interference. Disagreement with the chosen approach does not constitute grounds for termination, refund, or complaint unless a clear factual error can be demonstrated.

11B.3 FixMyFile reserves the right to decline or disregard Client instructions that conflict with professional judgment, ethical obligations, or the likely effectiveness of the case strategy.

11B.4 Where a Client insists on an approach that FixMyFile considers professionally inappropriate, counterproductive, or likely to damage the case, FixMyFile may:

record the instruction and its objection in writing;
decline to act upon the instruction;
in extreme cases, terminate the engagement where the Client's instructions are irreconcilable with professional conduct.

11B.5 FixMyFile also reserves the right to pause, restructure, or redirect a case at any stage where it determines that the current approach is no longer in the best interests of a successful outcome, even where this results in additional work and corresponding fees.

11C. CASE PAUSING, ARCHIVAL & REINSTATEMENT

11C.1 FixMyFile reserves the right to pause or archive any case where:

payment has not been received within the agreed timeframe;
the Client has failed to provide required information or documentation;
the Client has become unresponsive for a period of 14 or more calendar days;
a payment dispute, chargeback, or complaint is under investigation;
the case is pending further instruction or evidence from the Client.

11C.2 Where a case has been paused or archived, reinstatement may be subject to a case reinstatement fee to cover the administrative and professional time required to re-review, re-brief, and re-engage the case file.

11C.3 FixMyFile shall bear no liability for any adverse consequences — including third-party deadlines, regulatory time limits, or case deterioration — arising from a case pause caused by the Client's failure to cooperate, pay, or communicate.

12. CANCELLATION BY CLIENT & EFFECT

12.1 The Client may request cancellation at any time.

12.2 Cancellation operates prospectively only and does not unwind work already performed.

12.3 Cancellation does not give rise to any refund entitlement unless expressly permitted under clause 13.

13. MONEY‑BACK GUARANTEE – STRICTLY LIMITED, CONDITIONAL & EXCEPTIONAL

13.1 Any reference to a money‑back guarantee is strictly limited and does not constitute a general right, consumer entitlement, or satisfaction guarantee.

13.2 A Client shall be eligible for refund consideration only where all of the following cumulative conditions are satisfied in full:

(a) the case was fully activated and progressed;
(b) FixMyFile exercised its professional judgment to pursue every lawful, proportionate, and appropriate avenue;
(c) no further reasonable steps remained available;
(d) the Client provided complete, truthful, and accurate information;
(e) the Client met all deadlines;
(f) the Client cooperated promptly and fully;
(g) the Client maintained professionalism and respect;
(h) no abuse, pressure, or misconduct occurred;
(i) no unauthorised third parties were involved;
(j) no misrepresentation or omission occurred;
(k) no trust breakdown arose;
(l) FixMyFile determined, in good faith, that continuation would be futile.

13.3 Failure to satisfy any single condition automatically disqualifies the Client from refund eligibility.

13.4 Refunds are never available merely because the Client is unhappy, dissatisfied, or disappointed with the outcome.

14. LIMITATION OF LIABILITY, RISK ALLOCATION & EXCLUSIONS

14.1 To the fullest extent permitted by law, the total aggregate liability of FixMyFile (in contract, tort, negligence, misrepresentation, restitution or otherwise) shall be limited to the total fees actually paid for the relevant Service.

14.2 Nothing in these Terms excludes liability for death or personal injury caused by negligence, or fraud where exclusion is unlawful.

14.3 Subject to clause 14.2, FixMyFile shall not be liable for any:

indirect, consequential, or special loss;
loss of profit, income, revenue, or opportunity;
loss of chance or expectation;
reputational damage;
emotional distress, anxiety, or upset;
losses arising from decisions, delays, refusals, or actions of third parties;
losses arising from delays outside our control.

14.4 The Client expressly accepts that professional judgment involves uncertainty and that no liability arises merely because an outcome is not achieved or expectations differ.

15. THIRD-PARTY INTERFERENCE, UNAUTHORISED REPRESENTATION & NON-RELIANCE

15.1 We do not recognise, engage with, or accept instructions from any third party unless formal written authority acceptable to us is provided and signed.

15.2 Claims-management companies, recovery agents, advocacy groups, or similar intermediaries have no authority to demand refunds, dictate outcomes, interfere with ongoing Services, or make representations on our behalf.

15.3 Any involvement of unauthorised third parties shall be deemed an external interference and may constitute grounds for immediate termination under clause 12.

16. COMPLAINTS, DISPUTE HANDLING & FINALITY

16.1 Any complaint must be submitted in writing and must clearly identify the specific issue, the factual basis, and the remedy sought.

16.2 Complaints will be reviewed internally in good faith. However, disagreement with an outcome, dissatisfaction, or change of opinion does not of itself constitute service failure.

16.3 We reserve the right to decline, close, or cease engagement with complaints that are vexatious, repetitive, abusive, disproportionate, based on misrepresentation of facts, or pursued via unauthorised third parties.

16.4 Once a complaint has been substantively responded to, the matter shall be deemed closed unless a legal obligation requires further engagement.

17. DATA PROTECTION, CONFIDENTIALITY & INFORMATION CONTROL

17.1 We process personal data strictly in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

17.2 We shall not disclose Client data to any third party without lawful basis or proper authority.

17.3 The Client acknowledges that we are entitled to withhold information, documents, or work product where disclosure is not required by law or contract.

17A. DISCLOSURE OF INFORMATION FOR PAYMENT DISPUTE DEFENCE

17A.1 The Client expressly authorises FixMyFile to disclose relevant information to payment processors, card providers, banks, or dispute resolution bodies where necessary to respond to or defend a payment dispute or chargeback.

17A.2 Such disclosure may include communication history, service agreements, acceptance confirmations, consultant activity records, and evidence of service activation.

18. SEVERABILITY, FAIRNESS & REGULATORY COMPATIBILITY

18.1 If any provision of these Terms is found to be unenforceable, unfair, or invalid by a court or competent authority, that provision shall be severed or modified to the minimum extent necessary to preserve enforceability.

18.2 The remaining provisions shall continue in full force and effect.

19. GOVERNING LAW, JURISDICTION & CIVIL NATURE OF DISPUTES

19.1 These Terms and any dispute arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

19.2 The courts of England and Wales shall have exclusive jurisdiction.

19.3 The Client acknowledges that disputes concerning fees, services, or dissatisfaction are civil matters and do not give rise to criminal liability.

20. ENTIRE AGREEMENT, NON-RELIANCE & VARIATION

20.1 These Terms constitute the entire agreement between the parties and supersede all prior discussions, representations, or understandings.

20.2 The Client confirms that they have not relied on any oral statements, informal messages, predictions, or assurances outside these Terms.

20.3 No variation, waiver, or amendment shall be effective unless confirmed in writing by an authorised representative of FixMyFile.

21. ACKNOWLEDGEMENT & INFORMED CONSENT

By engaging our services, the Client expressly acknowledges and agrees that:

they understand the consultancy and non-reserved nature of the Services;
they accept that professional judgment involves discretion and uncertainty;
they understand that guarantees are conditional and not absolute;
they accept that cancellation does not undo work already completed;
they accept the allocation of risk, limitations of liability, and exclusions set out above;
they understand that late payment fees, document amendment fees, and case reinstatement fees may apply as set out in these Terms;
they confirm that abusive, defamatory, or threatening conduct toward staff will result in immediate suspension and potential legal action.

22. BINDING FINANCIAL OBLIGATION & PAYMENT LIABILITY

22.1 By signing the Terms of Service agreement and accessing the client portal, the Client expressly acknowledges and agrees that they are legally bound and financially liable for the service and the full price quoted for the marker removal service.

22.2 The Client's digital signature constitutes a binding financial obligation to pay the agreed amount in full. Once signed, the Client is legally required to settle the full quoted price in accordance with the payment terms set out in these Terms.

22.3 The Client acknowledges that this obligation is legally binding and enforceable under the laws of England and Wales. Failure to pay the agreed amount may result in debt recovery action, additional charges, and legal proceedings to recover the outstanding balance.

22.4 The Client confirms that they have reviewed and understood the price quoted for the marker removal service prior to signing, and that they accept full financial responsibility for payment of that amount upon signing this agreement.

22.5 This clause survives any termination, suspension, or closure of the case or client portal access. The financial obligation incurred at signing remains valid and enforceable regardless of subsequent case status or outcome.

CLIENT CONFIRMATION OF IMMEDIATE SERVICE REQUEST

Upon engaging the Services, the Client confirms that:

they have read and understood the Terms and Conditions;
they request the Service to commence immediately;
they understand that professional work may begin before submission of any outward documents;
they acknowledge that once consultant time has been allocated the case is considered activated;
they accept that cancellation does not reverse work already undertaken;
they accept that late payment fees may apply where payment is not received within the agreed timeframe;
they accept that document amendment fees may apply where changes are required after work has commenced;
they confirm their understanding that abusive or defamatory conduct toward FixMyFile staff may result in immediate termination of services without refund.

TERMS AND CONDITIONS