Terms of Use & Privacy Policy
Effective Date: 1st March 2026
This platform is powered by Maintenance Desk Ltd., a wholly owned subsidiary of FiXiFi.Ai Ltd. (“we,” “us,” or “our”), on behalf of Express Living. These terms apply because Express Living utilises our “Maintenance Desk” software to manage their property portfolio. By using our website, app, or interacting with our AI assistant, “Hannah”, across any supported channel, you agree to these Terms of Use and our Privacy Policy.
EMERGENCY NOTICE: If you are in immediate physical danger, or if there is a risk to life or severe structural collapse, please dial 999. If you smell gas, immediately evacuate the property and call the National Gas Emergency Service on 0800 111 999.
Part 1 – Terms of Use
1. Our Role as a Software Provider
We act strictly as a software and digital triage provider for Express Living. We collect your reported maintenance issue and route the ticket directly into their internal dashboard.
- No Statutory Liability: We do not own your property and we are not a party to your tenancy agreement. The ultimate legal responsibility for the physical repair, statutory timeframes, and the habitability of your home rests entirely with your Landlord and Property Manager.
- No Guarantee of Repair: We cannot guarantee how quickly Express Living will review the ticket, authorise the repair, or dispatch a contractor.
2. AI Troubleshooting (“Hannah”) and Disclaimers
Your first point of contact is “Hannah,” our Artificial Intelligence triage system.
- Emergency Abort Protocol: If Hannah detects keywords indicating an immediate life–threatening emergency (e.g., active fire, severe gas leak), the system will abort the digital triage process. It will not forward a ticket to your Property Manager, but will solely instruct you to contact emergency services.
- Hannah is an AI, not a human. Hannah provides generalised troubleshooting guidance based on natural language processing.
- Review for AI Misclassification: While Hannah uses advanced AI, algorithmic models can occasionally misinterpret inputs. You must carefully review the final summary generated by Hannah before submitting it to ensure it accurately reflects the severity of your issue.
- Assumption of Risk: Any Do–It–Yourself (DIY) actions you take based on Hannah’s suggestions are executed entirely at your own risk. You are under no obligation to attempt any DIY fix.
- Stop if Unsafe: You must never attempt any troubleshooting involving gas, electrical wiring, plumbing infrastructure, working at height, or anything unsafe.
- Limitation of Liability: To the maximum extent permitted by English law, we and Express Living accept no liability for personal injury, property damage, or exacerbation of a fault resulting from your voluntary execution of AI–generated troubleshooting suggestions.
3. User Obligations and Acceptable Use
You confirm that you are an authorised residential tenant (e.g., under an Assured Shorthold Tenancy) or authorised short–term guest (e.g., Airbnb) of the property (aged 18+) and that the information and media you provide are accurate.
- Acceptable Use & Malicious Content: You agree to communicate respectfully. Abusive, threatening, or discriminatory language directed at our AI assistant, our staff, or dispatched contractors will not be tolerated. Furthermore, the uploading of offensive, explicit (NSFW), illegal, or non–maintenance–related media is strictly prohibited. We reserve the right to instantly delete such data and block your access to protect the integrity of your Property Manager’s dashboard.
4. Omnichannel Usage and Accessibility
When interacting with Hannah via third–party channels (e.g., WhatsApp, Alexa, Siri), you are subject to their respective Terms of Service. Voice commands and messages may be processed by Amazon, Google, Apple, or Meta before reaching our systems.
- Accessibility: We are committed to accessibility. If you are unable to use the AI interface due to a disability or vulnerability, please utilise our telephone service (03303 413 236) for assistance.
5. Exclusion of Contractor Liability
We act solely as a software orchestration layer. We do not employ the contractors dispatched to your property. We accept no liability for the quality of their physical workmanship, any property damage they cause, or any failure to resolve the issue. Your Landlord and the assigned independent contractor hold sole responsibility for the physical repair.
6. Intellectual Property & AI Training License
All intellectual property rights in Hello Maintenance, Maintenance Desk™, Job Desk™, and WrenchTime.app, including the software, the AI models (‘Hannah’, ‘Kojak’, ‘Bob’, and internal computer vision models), and related materials, belong exclusively to Maintenance Desk Ltd. and FiXiFi.Ai Ltd.
- User–Generated Media & AI Training: By uploading photos, audio, or videos of a fault, you grant us a perpetual, irrevocable, royalty–free license to use this media. This media will be strictly anonymised (stripped of all personally identifiable information) and used solely to train, test, and improve our proprietary internal AI diagnostic algorithms.
Part 2 – Privacy Policy
7. Who Controls Your Data? (Controller vs. Processor)
Under the UK GDPR, your Landlord or Property Manager is the Data Controller of your personal information. They dictate why your data is collected (to fulfill their legal repairing obligations under your tenancy). Maintenance Desk Ltd. is strictly a Data Processor. We process your data solely upon the instructions of Express Living to facilitate their maintenance workflow.
8. Information Processed on Behalf of Your Property Manager
- Tenant & Communication Data: Name, property address, phone numbers, email, chat/call transcripts, and social media handles (if you contact us via those channels).
- Issue Data: Descriptions, images, and videos of the reported fault.
- Health/Vulnerability Data: If you voluntarily disclose a medical condition affected by the fault, we process this on behalf of your Property Manager to help them prioritise your repair as a statutory emergency.
9. Legal Basis for Processing
Because your Property Manager is the Data Controller, they rely on Contractual Necessity (your tenancy agreement) and Legal Obligations (statutory housing laws) as the lawful basis for processing your maintenance request through our software.
10. The “Property Passport” (Data Segregation)
While Express Living controls your personal data, the anonymised ‘Property Passport’ (information regarding the building’s structure, fixtures, appliances, and aggregated repair history) belongs exclusively to Maintenance Desk Ltd. and FiXiFi.Ai Ltd.
11. Data Sharing and International Transfers
To facilitate your repair, your data is shared with:
- Express Living & Your Landlord: Who receives your ticket via our software dashboard.
- Maintenance Contractors: If authorised by Express Living, details are shared with the assigned independent third–party contractor (via the Job Desk / WrenchTime.app network) to locate you and fix the issue.
- IT & AI Sub–Processors: Enterprise cloud platforms (e.g., Google Cloud) that power our AI. Your data is encrypted and is never used to train public AI models. Where sub–processors process data outside the UK/EEA, adequate legal safeguards (such as the UK International Data Transfer Agreement) are in place.
12. Automated Decision–Making
Express Living utilises our automated AI algorithms to categorise the severity of issues. You have the right to request human intervention. To contest an automated categorisation, please email office@fixifi.ai with the subject line ‘Automated Decision Appeal’.
13. Data Retention
We retain your personal reporting data on our active servers only for as long as we are contracted to provide software services to Express Living, or until Express Living legally instructs us to delete it.
14. Cookies and Tracking Technologies
We use cookies and similar tracking technologies to ensure our platform functions securely and efficiently.
- Essential Cookies: We use strictly necessary cookies to maintain your session securely while you report an issue.
- Non–Essential Cookies: With your consent, we may use performance and analytics cookies to understand how users interact with the platform. You can manage your preferences via the consent banner presented upon your first visit.
15. Your Statutory Rights
Under the UK GDPR, you have the right to Access, Rectify, Erase, Restrict, Port, or Object to the processing of your personal data.
- Important Notice: Because Express Living is the Data Controller, all formal requests to delete, access, or restrict your personal data must be directed to Express Living. We cannot unilaterally delete your repair history without their legal instruction, as they are required by law to maintain property maintenance records.
Part 3 – General
16. Amendments, Severability, and Governing Law
- Updates: We reserve the right to update these terms. Significant changes will be posted on our website.
- Severability: If any provision is found to be unenforceable, it shall be limited to the minimum extent necessary so the Terms remain in full force.
- Governing Law: These Terms are governed by the laws of England and Wales.
17. Contact Information
Maintenance Desk Ltd. (A wholly owned subsidiary of FiXiFi.Ai Ltd.)
124 City Road, London EC1V 2NX
Email: office@fixifi.ai
03303 413 236
03303 413 236