Our Customer Care

1. Introduction

These Terms & Conditions govern your use of the JomFIX® and JomFIX® Provider applications operated by Jom I Fix Sdn. Bhd.

2. User Accounts

Users and Providers must register and provide accurate information. Providers are subject to verification.

3. Platform Role

Jom I Fix is a marketplace platform and does not itself provide home services. Contracts are between Users and Providers.

4. Payments

Payments are processed via third-party payment gateways. Platform may charge service or commission fees.

5. Provider Responsibilities

Providers must provide accurate information, comply with laws, and perform services professionally.

6. User Responsibilities

Users must provide accurate information and use the platform lawfully.

7. Prohibited Use

Fraud, abuse, misuse of the platform, or illegal activities are strictly prohibited.

8. Limitation of Liability

Jom I Fix Sdn. Bhd. is not liable for disputes, service quality, or losses between Users and Providers.

9. Suspension and Termination

We reserve the right to suspend or terminate accounts that breach these terms.

10. Intellectual Property

All platform content belongs to Jom I Fix Sdn. Bhd. unless otherwise stated.

11. Changes to Terms

We may update these terms from time to time.

12. Governing Law

These terms are governed by the laws of Malaysia.

Jom I Fix Sdn. Bhd. ("Jom I Fix", "we", "us", or "our") respects your privacy and is committed to protecting your personal data in accordance with the Personal Data Protection Act 2010 of Malaysia ("PDPA"). This Privacy Policy explains how we collect, use, store, and protect your personal data when you use the JomFIX® mobile application ("App").

By downloading, registering for, or using the App, you acknowledge that you have read and understood this Privacy Policy and consent to the processing of your personal data as described herein.

Personal Data We Collect

When you use the JomFIX® User App, we may collect personal data such as your full name, email address, phone number, service address or location, optional profile photo, and booking or service history. We may also collect technical data including device information, operating system details, app usage data, and diagnostic logs to support app functionality and security.

How We Use Your Personal Data

Your personal data is used to create and manage your account, connect you with service providers, process service bookings and payments, communicate with you regarding services or updates, provide customer support, improve user experience, prevent misuse or fraud, and comply with legal or regulatory obligations.

App Permissions

The App may request access to device features such as location, camera, storage, or notifications. These permissions are used only to support core features such as service matching, uploading photos, or receiving booking updates. You may control or revoke permissions at any time through your device settings.

Payments and Third-Party Services

Payments are processed through third-party payment service providers. Jom I Fix does not store full credit or debit card numbers or sensitive payment credentials. We may engage trusted third-party service providers for hosting, analytics, or customer support purposes, all of whom are required to protect your personal data.

Disclosure of Personal Data

We do not sell or rent your personal data. We may share relevant information with service providers to fulfil bookings, with technology or payment partners to operate the App, or with authorities where required by law.

Data Storage and Transfers

Your personal data is stored securely using cloud-based systems, including Microsoft OneDrive and related infrastructure. Some data may be processed or stored outside Malaysia, with reasonable safeguards in place to ensure compliance with the PDPA.

Data Retention

We retain your personal data only for as long as necessary to provide our services or comply with legal requirements. When data is no longer required, it is securely deleted or anonymised.

Security

We implement reasonable technical and organisational measures to protect your personal data. While we take security seriously, no system can be guaranteed to be completely secure.

Your Rights

You may request access to or correction of your personal data, or withdraw consent, subject to applicable legal limitations, by contacting us.

Data Protection Officer

We have appointed a Data Protection Officer ("DPO") to oversee compliance with data protection laws. Any questions or requests relating to your personal data may be directed to our DPO.

Children's Privacy

The JomFIX® User App is not intended for individuals under 18 years of age. We do not knowingly collect personal data from children.

Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be made available within the App or through appropriate communication channels.

Contact Details

Jom I Fix Sdn. Bhd.

Data Protection Officer

Email: support@jomifix.my

1. Overview

JomFIX® operates as a marketplace platform that connects Users with independent Service Providers. As such, cancellation terms may vary depending on the Provider, but the following general principles apply to all bookings made through the platform.

2. User Cancellations

Users may cancel a booking at no cost before a Service Provider has accepted the request. Once a booking has been confirmed by a Provider, cancellation fees may apply depending on the timing of the cancellation and the Provider's individual policies.

3. Last-Minute Cancellations

Cancellations made close to the scheduled service time may result in partial or full charges, as Service Providers may have already allocated time and resources for the booking.

4. No-Show Policy

If a User is not present or unavailable at the agreed service location and time, the booking may be treated as a no-show. In such cases, the booking may be marked as completed or cancelled, and charges may still apply.

5. Provider Cancellations

Service Providers may cancel bookings due to reasons such as unavailability, safety concerns, or inaccurate job information. If a booking is cancelled by the Provider, the User will be entitled to a full refund of any payments made.

6. Platform Rights

Jom I Fix Sdn. Bhd. reserves the right to cancel any booking in cases of suspected fraud, misuse of the platform, or violations of the Terms and Conditions. The company also reserves the right to take appropriate action, including account suspension or termination, in cases of repeated cancellations or abuse of the platform.

1. Overview

All payments made through JomFIX® are processed via third-party payment service providers. Refunds are subject to this policy and are evaluated on a case-by-case basis, depending on the circumstances surrounding each transaction.

2. Eligible Refunds

Users may be eligible for a refund if a Service Provider cancels the booking, if the service is not delivered, or if there is a verified issue with the service provided. Refunds may also be granted in cases of duplicate transactions or incorrect charges.

3. Non-Refundable Cases

Refunds will generally not be issued where a service has been successfully completed, where a User cancels outside of the permitted cancellation window, or where dissatisfaction is based solely on subjective preferences without reasonable justification.

4. Partial Refunds

In certain situations, partial refunds may be considered, particularly where a service has been partially completed or where both the User and the Service Provider mutually agree to a resolution.

5. Refund Requests

To request a refund, Users must submit a request through email to support@jomifix.my within 48 hours of the service completion or scheduled time. All requests will be reviewed, and Jom I Fix Sdn. Bhd. may act as a mediator between the User and the Service Provider to reach a fair outcome.

6. Processing Time

Approved refunds will be processed within seven to fourteen business days, depending on the policies and processing timelines of the relevant payment provider.

7. Dispute Resolution

Jom I Fix Sdn. Bhd. may act as a mediator between Users and Service Providers in the event of a dispute. Final decisions regarding refunds are made at the reasonable discretion of Jom I Fix Sdn. Bhd.

8. Limitation of Responsibility

As JomFIX® is a marketplace platform, Jom I Fix Sdn. Bhd. does not directly provide services and is therefore not responsible for the execution or quality of services rendered. However, Jom I Fix Sdn. Bhd. remains committed to facilitating fair and reasonable resolutions for all parties involved.

At JomFIX®, we are committed to ensuring every home service booking is completed to the highest standard. Here's how our fulfillment process works:

1. Booking Confirmation

Once payment is made, the booking request is broadcast to available verified service providers. The booking is confirmed and assigned to the first service provider who accepts the request.

2. Provider Arrival

The assigned provider will arrive at the customer's location at the scheduled date and time.

3. Job Completion Verification

Upon completion of the service, the provider is required to upload photo evidence of the completed work and press the "Completed" button in the JomFIX® Provider or Serviceman app.

4. OTP Verification

A unique 6-digit OTP is generated and displayed in the customer's JomFIX® User app. The customer shares this OTP with the provider, who enters it to confirm job completion. This ensures the customer is present and satisfied before the job is marked as complete.

5. Payment Settlement

Once the OTP is verified and the job is marked as complete, the payment amount will be credited to the Provider's account balance. The balance will be paid out upon the Provider's withdrawal request or automatically on a weekly basis.

Customer Protection

Customers can raise disputes within 24 hours of job completion. JomFIX® team will investigate and resolve all disputes fairly. Refunds are processed in accordance with our Refund Policy.

Provider Accountability

Providers must complete jobs as described and agreed upon. Photo evidence is mandatory for all completed jobs. OTP verification ensures customer presence and satisfaction. Providers who fail to meet our standards may be suspended or permanently removed from the platform.