Commission Rate: Technicians receive 75% of the total amount paid by the customer
Spare Parts Exclusion: The 75% commission applies only to labor and transport charges. Any spare parts or materials purchased separately are excluded from the commission calculation
Calculation Example:
Customer Total (Labor + Transport + VAT): KSh 3,973
Spare Parts: KSh 1,500 (excluded)
Technician Base Earnings: KSh 3,973 × 75% = KSh 2,980
VAT on Technician Earnings:
All technician earnings are subject to 16% VAT deduction
VAT Remittance: Fixrunner will remit the deducted VAT to Kenya Revenue Authority on behalf of technicians
1.2 Payment Schedule and Methods
Payment Frequency: Technicians are paid weekly for all completed jobs
Payment Day: Payments are processed every Monday for jobs completed the previous week (Monday-Sunday)
Payment Methods:
M-Pesa (Weekly Earnings Below KSh 50,000): Payments will be sent directly to your registered M-Pesa number
Bank Check (Weekly Earnings KSh 50,000 and Above): Payments will be issued via bank check made payable to the technician. Checks can be collected from the Fixrunner office or mailed to your registered address
Payment Verification: Technicians can view their weekly payment statements in the dashboard showing job breakdowns, commission calculations, VAT deductions, and net payments
1.3 Delayed Payments
If customer payment is delayed or disputed, technician payment will be held until resolution
Technicians will be notified of any payment delays via SMS and email
Once customer payment clears, technician payment will be processed in the next weekly cycle
2. Repeat Job Policy
2.1 Definition of Repeat Job
A repeat job is defined as any service required within 30 days of the original job completion for the same issue at the same location.
2.2 Technician Responsibility
No Charge to Customer: If a repeat job is required due to incomplete work, faulty workmanship, or the same issue recurring, the customer will NOT be charged
Technician Bears Full Cost: The technician must return and complete the work at their own expense, including:
Labor time (no payment for repeat job labor)
Transport costs to and from the location
Any additional materials needed to complete the work properly
Customer Satisfaction: The technician must ensure the customer is fully satisfied before the repeat job is closed
Documentation Required: Repeat jobs must be documented with photos and signatures showing successful completion
2.3 Quality Guarantee
All work must be completed to professional standards the first time
Technicians are expected to test and verify all work before leaving the customer's location
Multiple repeat jobs for the same customer may result in account review and potential suspension
Excessive repeat jobs (more than 3 in a 90-day period) will trigger mandatory retraining or account termination
2.4 Exceptions
If the repeat issue is due to customer misuse or external factors beyond the technician's control, it may be considered a new job (requires admin approval)
Different issues at the same location are considered separate jobs
Scheduled maintenance visits are not considered repeat jobs
3. Professional Conduct Standards
Punctuality: Arrive on time for all scheduled appointments. Late arrivals (more than 15 minutes without prior notice) may result in warnings
Professional Appearance: Maintain professional appearance and hygiene standards
Customer Communication: Communicate clearly and respectfully with customers at all times
Work Site Respect: Treat customer property with care and clean up after completing work
Transparency: Clearly explain work to be done, estimated time, and any additional costs for materials
No Solicitation: Do not solicit work outside the platform or request additional payments not processed through Fixrunner
4. Account Suspension and Termination
Warning: Your technician account may be suspended or terminated for violations of these terms. Serious violations may result in immediate termination without warning.
4.1 Suspension Offenses
The following may result in temporary account suspension (7-30 days):
Poor Ratings: Average rating below 3.0 stars across 5 or more jobs
Excessive Cancellations: Cancelling more than 3 accepted jobs in a 30-day period
Late Arrivals: More than 3 late arrivals (15+ minutes) in a 30-day period without valid explanation
Incomplete Job Cards: Failing to properly document jobs with photos and signatures
Customer Complaints: Multiple verified customer complaints about service quality or conduct
Repeat Jobs: Excessive repeat jobs indicating poor workmanship
Safety Violations: Failure to follow proper safety procedures
4.2 Immediate Termination Offenses
The following will result in immediate and permanent account termination:
Fraud or Theft: Any fraudulent activity, theft of customer property, or dishonest billing practices
Harassment or Abuse: Verbal abuse, harassment, or threatening behavior toward customers or staff
Off-Platform Solicitation: Requesting payment outside the platform or soliciting repeat business outside Fixrunner
False Credentials: Providing false credentials, certifications, or identification documents
Intoxication: Arriving to jobs under the influence of alcohol or drugs
Dangerous Work: Performing work that creates immediate danger to customer safety or property
Criminal Activity: Any criminal activity while on the job or using the platform
Account Sharing: Allowing others to use your technician account or credentials
Multiple Serious Violations: Accumulating three or more suspension offenses in a 90-day period
4.3 Suspension Process
Notification: You will be notified via email and SMS of suspension and the reasons
Appeal Period: You have 7 days to appeal the suspension by providing evidence or explanation
Review: Admin team will review appeals within 5 business days
Reinstatement: If appeal is successful, account will be reinstated. If denied, suspension stands
Payment Hold: Pending payments will be held during suspension but released after resolution
4.4 Termination Process
Immediate Deactivation: Account access is immediately revoked
Final Payment: Any outstanding payments for completed jobs will be processed
No Reinstatement: Terminated accounts cannot be reinstated
Future Applications: Individuals with terminated accounts may not reapply to Fixrunner
Legal Action: Fixrunner reserves the right to pursue legal action for fraud, theft, or other criminal violations
5. Job Acceptance and Completion
Job Acceptance: Once you accept a job, you are committed to completing it unless circumstances prevent safe or proper completion
Cancellation Notice: If you must cancel, provide at least 2 hours notice to allow reassignment
Job Documentation: Complete all job card requirements including:
Up to 10 photos with commentary
Customer and technician signatures
Accurate time tracking (start, pause, resume, complete)
Stamp photo if applicable
6. Insurance and Liability
Required Insurance: Technicians are strongly encouraged to maintain appropriate professional liability insurance
Property Damage: Technicians are liable for any property damage caused by negligence or improper work
Personal Injury: Technicians are responsible for their own safety and any injuries sustained during work
Platform Liability: Fixrunner is not liable for damages, injuries, or disputes arising from service provision
7. Privacy and Data Protection
Customer Privacy: Customer information must be kept confidential and used only for completing assigned services
No Data Sharing: Do not share customer contact information, addresses, or personal details with third parties
Photo Usage: Job photos may only be used for documentation purposes and must not be shared publicly without customer consent
Your Data: Fixrunner maintains your profile, credentials, and work history securely
8. Rating System
Customer Ratings: Customers rate your work after job completion (1-5 stars)
Average Rating: Your average rating is displayed on your profile and affects job visibility
Improvement Plan: Technicians with declining ratings will be contacted for performance improvement discussions
9. Customer Complaints System
9.1 Overview
Fixrunner provides a formal complaints system that allows customers to report issues with service quality, conduct, or billing. As a technician, you should understand how this system works and the potential impacts on your account.
9.2 Complaint Process
Customer Filing: Customers can file complaints through their dashboard with supporting photos and detailed descriptions
Admin Investigation: Fixrunner admin reviews job documentation, photos, signatures, and communication history
Technician Response: You will be notified of complaints and given opportunity to provide your perspective and evidence
Resolution: Admin determines appropriate resolution based on evidence from both parties
9.3 Complaint Categories and Impact
Service Quality Complaints:
May result in required service redo at your expense (per repeat job policy)
Multiple quality complaints may lead to retraining requirements
Severe or repeated issues can result in account suspension
Conduct Complaints:
First offense typically results in formal warning
Verified harassment or abusive behavior leads to immediate termination
Unprofessional conduct complaints affect your rating and reputation
Billing Complaints:
If billing error is found, payment will be adjusted accordingly
Fraudulent billing practices result in immediate termination and legal action
Safety Complaints:
Taken very seriously and investigated immediately
May result in immediate suspension pending investigation
Verified safety violations can lead to permanent termination
9.4 Preventing Complaints
Quality Work: Complete all work to professional standards the first time
Clear Communication: Explain work scope, costs, and timelines clearly to customers
Proper Documentation: Take thorough job card photos showing before, during, and after work
Customer Confirmation: Ensure customer inspects and approves work before leaving
Signatures: Obtain customer signature on job card as proof of satisfactory completion
Professional Conduct: Maintain respectful, professional behavior at all times
9.5 Responding to Complaints
Timely Response: Respond to admin inquiries about complaints within 24 hours
Provide Evidence: Submit job photos, signatures, and any relevant documentation
Be Professional: Remain professional and factual in your response, avoid emotional reactions
Accept Responsibility: If you made an error, acknowledge it and propose a solution
Cooperative Attitude: Work with admin to resolve issues quickly and fairly
9.6 False or Frivolous Complaints
Fixrunner investigates all complaints fairly and objectively
If a complaint is found to be false or frivolous, it will not affect your record
Customers who file repeated false complaints may have their accounts suspended
Your job documentation (photos, signatures, time tracking) is your best protection
9.7 Complaint Impact on Account Status
Verified complaints are recorded in your account history
Multiple complaints within a short period will trigger account review
Serious complaints can result in immediate suspension or termination (see Section 4)
Successfully resolving complaints demonstrates professionalism and may mitigate impact
10. Technician Reports System
10.1 Overview
Fixrunner provides a formal reporting system that allows technicians to report issues, concerns, or policy violations by customers. This system ensures technicians can work in a safe, respectful environment and protects them from unjust treatment.
10.2 When to File a Report
Payment Refusal: Customer refuses to pay for completed work after approving the job card and signing off
Unsafe Working Conditions:
Hazardous materials or conditions not disclosed beforehand
Lack of proper access to work areas
Aggressive pets or unsafe environment
Customer requesting work that violates safety standards
False Accusations: Customer makes false claims about your work quality, conduct, or professionalism
Harassment or Abusive Behavior:
Verbal abuse, insults, or threatening language
Sexual harassment or inappropriate advances
Discriminatory comments or behavior
Physical threats or intimidation
Job Misrepresentation:
Actual job scope significantly larger than described
Hidden conditions that substantially change work required
Customer requesting work outside agreed service type
Inappropriate Requests: Customer requests work that violates building codes, safety regulations, or platform policies
10.3 Filing a Report
Access: File reports through your technician dashboard under "My Reports" or "Customer Reports"
Timing: File reports as soon as possible after the incident, ideally within 24-48 hours
Required Information:
Select the related job from your completed/active jobs
Provide clear, factual subject line describing the issue
Write detailed description of the incident including dates, times, and specific behaviors
Upload supporting evidence (max 3 photos) with commentary explaining each photo
10.4 Evidence and Documentation
Photos: Upload up to 3 photos showing:
Unsafe conditions or undisclosed hazards
Evidence of property damage you didn't cause
Documentation of work completed (if payment is refused)
Messages or communications showing harassment
Commentary: Add detailed commentary to each photo explaining what it shows and why it's relevant
Job Card: Your completed job card with photos and signatures serves as important evidence
Messages: Platform messages between you and customer are automatically available to admin during investigation
10.5 Investigation Process
Acknowledgment: Report acknowledged within 24 hours of submission
Review: Admin team reviews report, job documentation, messages, and all evidence
Customer Response: Customer is notified and given opportunity to provide their perspective
Fair Investigation: Admin investigates impartially using evidence from both parties
Timeline: Most reports are resolved within 5-7 business days
Status Tracking: Track report status in your dashboard (Pending, Under Review, Resolved, Dismissed)
10.6 Possible Resolutions
Customer Warning: Formal warning issued to customer for policy violations
Payment Enforcement: Customer required to complete payment for verified work
Compensation: You may receive compensation for time/expenses if customer violated platform policies
Customer Suspension: Customer account suspended temporarily or permanently for serious violations
Job Cancellation: Job may be cancelled without penalty to you if working conditions are unsafe
No Action: If investigation finds no policy violation by customer
10.7 Protecting Yourself
Document Everything: Take thorough job card photos showing before, during, and after work
Get Signatures: Always obtain customer signature on job completion - this is your proof of acceptance
Use Platform Messaging: Conduct all customer communication through platform messaging for record keeping
Report Safety Concerns: If work site is unsafe, stop work immediately and file report before leaving
Stay Professional: Remain calm and professional even if customer is difficult - this protects your credibility
Don't Work for Free: If customer refuses payment, do not leave until you've documented the situation and filed a report
10.8 What Happens to Reported Customers
First Verified Report: Customer receives formal warning and education about platform policies
Payment Refusal: Customer may be blacklisted from platform until payment is completed
Harassment/Abuse: Immediate investigation and likely account suspension or termination
Repeated Issues: Multiple reports result in escalating consequences including permanent ban
Serious Violations: Threatening behavior, harassment, or dangerous conditions result in immediate termination
10.9 False Reports
Filing false or malicious reports is a serious violation of platform terms
Reports should be factual and based on genuine concerns or incidents
If a report is found to be false or frivolous, your account may be suspended
Always provide honest, accurate information and evidence
10.10 Your Rights
You have the right to work in a safe, respectful environment
You have the right to refuse work that is unsafe or violates regulations
You have the right to be paid for all completed work
You have the right to report customers who violate platform policies
You have the right to fair investigation of your reports
You are protected from retaliation for filing legitimate reports
11. Dispute Resolution
Customer Disputes: If a customer disputes your work or charges, Fixrunner admin will mediate
Payment Disputes: Contact admin immediately if you believe payment calculations are incorrect
Resolution Timeline: Disputes are typically resolved within 5-7 business days
Evidence: Provide all relevant photos, signatures, and documentation to support your position
12. Spare Parts Policy
Critical Policy: Violations of spare parts policies result in immediate account suspension and potential legal liability.
12.1 Second-Hand Spare Parts - Mandatory Consent
Absolute Requirement: You must NEVER install a second-hand spare part without explicit written customer consent
Disclosure Obligation: You must clearly inform the customer that the part is second-hand, not new
Consent Documentation:
Customer must sign the job card acknowledging consent for second-hand parts
Job card must clearly state "Customer consents to second-hand part installation"
Take photo of the signed consent section of the job card
No Warranty: Clearly explain to customer that second-hand parts carry NO warranty
Customer's Right to Decline: Respect customer's decision if they decline second-hand parts and request new parts instead
IMMEDIATE SUSPENSION FOR VIOLATIONS:
Installing second-hand parts without consent results in immediate account suspension
Suspension is effective immediately upon complaint or discovery
No warning is issued - this is a zero-tolerance policy
You may be required to replace the part with a new one at your expense
Repeated violations or fraudulent misrepresentation results in permanent termination
12.2 Quality Standards for Spare Parts
New Parts Quality:
All new parts must be genuine or high-quality compatible alternatives
Parts must be sourced from reputable suppliers
Avoid counterfeit, fake, or substandard parts
Parts should come with manufacturer packaging when possible
Your Liability for Substandard Parts:
You are fully liable if installed parts are substandard or counterfeit
You must replace substandard parts with quality parts at your own expense
No payment will be issued for jobs involving substandard parts
Repeated use of substandard parts results in account suspension or termination
Testing Requirements:
Test all installed parts before leaving customer location
Ensure proper functionality for reasonable duration
Document testing in job card with photos and notes
12.3 Spare Parts Quotation Process
Diagnosis First: Thoroughly diagnose the issue before providing quotation
Detailed Quotation: Provide comprehensive quotation including:
List of parts needed with part numbers and descriptions
Cost per part (provide both new and second-hand options if available)
Labor cost for sourcing and installation
Estimated timeline for sourcing and installation
Total cost including 16% VAT
Customer Response Window: Customer has 3 days to respond to quotation
Quote Tracking: Submit quotation through the platform system for proper documentation
12.4 Assessment and Transport Fees
When Applicable: Assessment and transport fees apply when:
Customer does not respond to quotation within 3 days
Customer declines the quotation after assessment
Required spare parts are completely unavailable in the market
Your Payment: You still receive 75% commission on assessment and transport fees charged to customer
Documentation: Document assessment time and findings thoroughly in job card
Professional Conduct: Complete thorough assessment even if customer may decline - maintain quality standards
12.5 Spare Parts Sourcing
Diligent Search: Make reasonable effort to source required parts from multiple suppliers
Timeline Communication: Keep customer informed of sourcing progress
Alternative Parts: If exact part is unavailable, research compatible alternatives and present to customer for approval
Unavailability: If parts truly cannot be sourced, document your search efforts and notify customer and admin
12.6 Warranty on Installed Parts
New Parts Warranty: All new parts you install carry a 6-month warranty
Your Responsibility: If a new part fails within 6 months due to defect:
You must source and install replacement part at your expense
Labor for reinstallation is at your expense (no payment from customer or platform)
This is treated as a warranty service, not a repeat job
Exclusions: Warranty does not cover:
Damage due to customer misuse or accidents
Unauthorized modifications by customer or other technicians
Normal wear and tear beyond reasonable expectations
Warranty Documentation: Provide customer with part details and warranty information in job card
12.7 Protecting Yourself
Document Everything: Take photos of:
Original faulty part removed
New part in packaging (showing it's new/genuine)
Installation process
Final testing and verification
Get Signatures: Ensure customer signs job card acknowledging:
Receipt of new parts or consent for second-hand parts
Testing and verification of functionality
Understanding of warranty terms
Keep Receipts: Retain receipts for parts purchased as proof of quality and sourcing
Platform Communication: Conduct all quotation discussions through platform messaging for documentation
12.8 Consequences of Violations
Installing Second-Hand Parts Without Consent:
Immediate account suspension (no warning)
Required replacement with new part at your expense
Loss of payment for that job
Potential permanent termination for repeated violations
Using Substandard Parts:
Required replacement at your expense
Account suspension pending investigation
Liability for any damages caused by faulty parts
Permanent termination for repeated use of substandard parts
Fraudulent Quotations:
Inflating part costs or charging for parts not installed
Immediate termination and potential legal action
Required refund to customer
Possible criminal fraud charges
12.9 Replaced Parts Ownership and Disposal
Customer Ownership: All parts you remove/replaced remain the property of the customer
Default Policy - Leave Parts with Customer: Unless customer explicitly consents otherwise, you MUST leave all replaced parts with the customer
Customer's Rights: Customers have the right to keep replaced parts for:
Their own inspection or verification
Obtaining second opinions
Warranty claims on old parts
Personal disposal or recycling preferences
Disposal Only with Consent: You may only dispose of replaced parts if:
Customer explicitly consents to disposal
Consent is documented in job card with customer signature
Job card states "Customer consents to technician disposal of replaced parts"
Photo documentation shows customer acknowledgment
Proper Disposal Methods: When disposing of parts with customer consent:
Follow environmental regulations for electronic waste and hazardous materials
Use designated recycling centers for recyclable materials
Never dump parts inappropriately or illegally
Document disposal method if customer requests
Parts Documentation: Take photos of:
Removed/replaced parts before removal (showing fault/damage)
Parts left with customer (if customer retains them)
Customer signature consenting to disposal (if applicable)
Consequences for Violations: Taking replaced parts without customer consent:
Considered theft of customer property
Results in immediate account suspension
May result in police report and criminal charges
Permanent account termination
Best Practice: Always ask customer clearly: "Would you like to keep the old parts, or should I dispose of them responsibly for you?" and document their response
13. Dispute Resolution
Customer Disputes: If a customer disputes your work or charges, Fixrunner admin will mediate
Payment Disputes: Contact admin immediately if you believe payment calculations are incorrect
Resolution Timeline: Disputes are typically resolved within 5-7 business days
Evidence: Provide all relevant photos, signatures, and documentation to support your position
14. Tax Compliance
VAT Registration: Fixrunner handles VAT deduction and remittance to KRA on your behalf
Income Tax: Technicians are responsible for filing their own income tax returns
Payment Records: Download your payment statements from the dashboard for tax filing purposes
KRA PIN: You may provide your KRA PIN number for proper tax documentation
15. Installation Services Policy
15.1 Overview
Installation services require careful planning, thorough assessment, and clear communication with customers. This section outlines your responsibilities when providing installation services through Fixrunner.
15.2 Pre-Installation Assessment
Review Customer Information: Carefully review:
Installation description and requirements
Equipment photos and brand information (if customer has equipment)
Installation location details
Any special requirements or constraints mentioned
Initial Assessment: Before accepting the job, evaluate:
Whether you have necessary skills and certifications
Tools and equipment you'll need
Estimated time required
Whether additional manpower or lifting equipment is needed
Whether overnight stay will be required
15.3 Site Survey for Technician-Purchased Equipment
When Site Survey Is Required: When customer requests you to purchase equipment, site survey is recommended to:
Accurately assess installation site conditions
Take precise measurements
Identify structural requirements or constraints
Determine exact equipment specifications needed
Identify additional materials or modifications required
Site Survey Charges: You are paid for site surveys:
Transport: KSh 25/km round trip × 75% commission
Assessment: 1 hour at KSh 1,750 × 75% commission
16% VAT deducted from your earnings
Customer pays site survey fee even if they decline the subsequent installation quotation
Thorough Documentation: During site survey:
Take detailed photos of installation location
Measure all relevant dimensions
Note structural conditions, access points, power supply, plumbing, etc.
Identify any challenges or special requirements
Document findings in job card with photos and commentary
15.4 Installation Quotation Preparation
Comprehensive Quotation Required: Your quotation must include:
Equipment cost with brand, model, and specifications (if you're purchasing)
Failing to Verify Customer Equipment: Liable for damage if you didn't document verification
Installing Without Required Protection: Full liability for any equipment damage, account suspension
Fraudulent Certification Claims: Immediate termination and legal action
Best Practices - Protecting Yourself:
Always document who provided protection equipment
Take clear photos of all protection devices with visible ratings
Keep receipts for protection equipment you purchase
Test all protection systems before customer sign-off
Obtain customer signature acknowledging protection source and liability
When in doubt about adequacy, consult with admin before proceeding
16. Agreement and Acknowledgment
By using the Fixrunner technician platform, you acknowledge that you have read, understood, and agree to comply with all terms and conditions outlined in this document. You understand that violations may result in account suspension or termination and accept full responsibility for your conduct while working through the Fixrunner platform.
Last Updated: 21 February 2026
For questions or concerns about these terms, contact Fixrunner administration through the platform messaging system.