For pros
The Fixly Playbook
Every job you claim comes with a service-specific checklist inside the app — tools to bring, steps to follow, and photos to capture. This page is the shared code of conduct that governs every job, on top of that checklist.
Before you arrive
Show up ready
- Read the job notes and playbook before you leave.
- Confirm the address and any lockbox / gate code in the app.
- Charge your phone. Bring a power bank.
- Text the customer 15 minutes before arrival. If you'll be more than 10 minutes late, message them immediately.
- Dress the part: clean clothes, closed-toe shoes, Fixly-branded shirt or plain solid color.
On site
How you represent Fixly
Do: Greet the customer by name, introduce yourself, and confirm the scope of work.
Don't: Assume anything. If it wasn't booked, it wasn't paid for — get approval first.
Do: Wear shoe covers or remove shoes inside. Lay drop cloths for messy work.
Don't: Track dirt, sawdust, or debris through the home.
Do: Speak respectfully. Assume every device may be recording.
Don't: Use profanity, discuss politics, religion, or make comments about anyone's home, family, or belongings.
Do: Ask before opening drawers, closets, or personal spaces — only when the job requires it.
Don't: Photograph or handle personal items, mail, medications, firearms, cash, or jewelry.
Do: Keep pets and kids in mind. Close doors behind you. Announce loud tools before you start them.
Don't: Let pets out. Leave doors, gates, or garages open when you leave.
Documentation
Before & after photos are non-negotiable
Photos protect you, protect the customer, and are how Fixly resolves any dispute. The job playbook lists the exact shots required for each service. On top of that:
- BEFORE photos get uploaded within the first 10 minutes on site.
- AFTER photos use the same angles as the BEFORE photos so results are obvious.
- Photograph any pre-existing damage the moment you spot it, and flag it in chat.
- Never post job photos publicly (Instagram, TikTok, Facebook). Customer privacy is non-negotiable and is grounds for immediate removal.
- You cannot mark a job Completed until the minimum photo count is uploaded.
Safety
Safety rules that override everything
- Never work on live electrical. Kill the breaker. Confirm with a voltage tester. If in doubt, decline and message support.
- Ladders on stable ground only. No standing on chairs, buckets, or counters.
- If you smell gas, see standing water near electrical, or find a hazard beyond scope: stop, secure the area, notify the customer, and open a support ticket.
- You always have the right to leave a job if you feel unsafe. Message support and you'll be protected.
Money & scope
Handling changes and tips
- Customers pay through Fixly. Never accept cash for the booked job.
- If the customer wants extra work, add it in the app — never off-platform. Off-platform work is a permanent ban.
- Tips are optional and paid through the app. You may not solicit them.
- If a job is materially different than described (major mess, unsafe conditions), document with photos and open a support ticket before starting.
Wrap-up
Leaving the job right
- Clean up. Bag debris. Leave the space cleaner than you found it.
- Walk the customer through the finished work if they're on-site.
- Confirm all doors, windows, gates are locked before you leave.
- Upload every required photo. Mark Completed inside the app.
- Ask the customer to leave a review — never pressure, never offer anything for it.
Consequences
What gets you removed
Fixly is a small, trusted network. One incident of any of the below is grounds for permanent removal:
- Off-platform payments or side-deals.
- Discrimination, harassment, or unsafe behavior toward customers.
- Theft, damage without disclosure, or dishonest documentation.
- Sharing customer information, photos, or addresses.
- Working under the influence of alcohol or drugs.
- No-shows without contacting the customer and support.
You're the face of Fixly on every job.
Do great work, follow the playbook, take the photos, and treat every home like it's your grandmother's. That's the whole formula. 💙