FixSnags Terms and Conditions

Last updated: 15 July 2026

These Terms and Conditions (“Terms”) govern your access to and use of the FixSnags websites, mobile applications, web application, reports, exports, referral features, support services, and related services (together, the “Service”).

1. Who we are

FixSnags is operated by VISONTRA LTD (“FixSnags”, “we”, “us”, “our”).
Company number: 17234050
Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
General contact: [email protected]
Privacy contact: [email protected]
Billing contact: [email protected]

2. About these Terms

By creating an account, accessing, or using the Service, you agree to these Terms. If you use the Service on behalf of a business or other organisation, you confirm that you have authority to bind that organisation and references to “you” include that organisation.

If you do not agree to these Terms, you must not use the Service.

3. Eligibility

You must be at least the age of majority in your jurisdiction and legally capable of entering into a binding contract to open a FixSnags account. FixSnags is designed for professional and business use and is not directed at children.

Referral programme age rule: any referral, affiliate, or commission-earning feature is available only to users aged 18 or over, and may be subject to separate referral terms.

4. The Service

FixSnags is a software-as-a-service platform for creating and managing site inspections, reports, projects, sectors, observations, photos, exports, and related workflow records.

The Service may include:

  • mobile applications for iOS and Android;
  • a web application;
  • project, company, and team management features;
  • report generation and export;
  • photo capture and markup;
  • file and media storage;
  • collaboration and sharing features;
  • referral features; and
  • support or custom implementation services where separately agreed.

We may update, improve, replace, suspend, or remove features from time to time.

5. Accounts

You must provide accurate, complete, and current account information and keep it updated.

You are responsible for:

  • maintaining the confidentiality of your credentials;
  • all activity under your account;
  • ensuring that your team members use the Service lawfully and in line with these Terms.

You must notify us promptly at [email protected] if you become aware of any unauthorised access or security issue affecting your account.

6. Plans and subscriptions

FixSnags currently offers the following plans:

  • Free
  • Pro
  • Custom

Plan features, limits, prices, and usage entitlements are described on our pricing page or in a separate order form or contract.

6.1 Free plan

The Free plan may be subject to usage restrictions, storage limits, feature limits, or other caps. If a Free plan user reaches a cap, existing content may remain readable while creation of new content or use of certain features may be restricted unless the user upgrades.

6.2 Paid plans

Paid plans are billed via the FixSnags website and automatically renew unless cancelled in accordance with these Terms or any applicable order form.

6.3 Custom plans

Custom plans, enterprise packages, and bespoke services are governed by these Terms unless superseded by a signed order form, statement of work, master services agreement, or other written contract.

7. Billing, renewal, upgrades, downgrades, and cancellation

7.1 Website billing

Subscriptions are purchased and managed via the website. Any website billing flow, payment portal, or billing support tool may be operated by us or our payment provider.

7.2 Auto-renewal

Paid subscriptions renew automatically at the end of each billing cycle unless cancelled before the next renewal date.

7.3 Upgrades and downgrades

You may upgrade or downgrade your plan where that option is made available to you. Changes usually take effect on the next billing date unless we state otherwise at the time of change or in a separate billing notice.

7.4 Cancellation

You may cancel at any time. Unless otherwise stated at checkout or in a separate written contract, cancellation takes effect at the end of the current paid billing period. No further renewal charges should be applied after that point.

7.5 Failed payments

If a payment fails, your subscription may move into a grace, past-due, or limited-access state. Unless a different arrangement has been agreed in writing, access to paid-only functionality may continue until the end of the current paid period and then revert to the applicable Free plan or reduced service level.

7.6 Refunds

Refunds are considered on a case-by-case basis upon administrative review. Nothing in these Terms limits any non-excludable statutory rights you may have as a consumer.

8. Consumer cancellation rights

If you are a consumer and buy a subscription online, you may have statutory cancellation rights under applicable consumer law. Where those rights apply, they may be subject to exceptions, deductions, or limitations where:

  • you requested performance to start during the cancellation period;
  • you acknowledged that you may lose cancellation rights once the service has been fully performed; or
  • the law otherwise permits.

If you believe you are exercising a statutory cancellation right, contact [email protected] and [email protected].

9. Your content and permissions

9.1 Ownership

As between you and FixSnags, you or your organisation retain ownership of the content you upload or create in the Service, including reports, project data, photos, files, notes, and company branding, subject to the rights you grant us below.

9.2 Licence to us

You grant us a non-exclusive, worldwide, limited licence to host, store, process, transmit, back up, display, and otherwise use your content only as necessary to:

  • provide and maintain the Service;
  • enable exports, syncing, and sharing features;
  • secure the Service and prevent fraud or misuse;
  • comply with law; and
  • provide support and troubleshooting.

9.3 Service improvement and analytics

You agree that FixSnags may use:

  • aggregated or anonymised information derived from use of the Service for analytics, security, service improvement, benchmarking, and business operations; and
  • limited operational data necessary to maintain and improve the Service.

We will not use your content to train third-party AI models unless we separately tell you and obtain any permission required by law.

9.4 Third-party rights

You must only upload content, logos, drawings, photos, and other materials if you have the right to do so.

10. Acceptable use

You must not:

  • use the Service unlawfully or fraudulently;
  • upload infringing, defamatory, abusive, or malicious content;
  • upload malware or harmful code;
  • reverse engineer, decompile, disassemble, or attempt to derive source code, except where the law does not allow us to restrict that right;
  • scrape, harvest, or extract data from the Service except through authorised export tools;
  • share account credentials improperly;
  • interfere with security, availability, or integrity of the Service;
  • conduct penetration testing, vulnerability scanning, or security testing without our prior written permission;
  • use the Service as unrelated consumer storage;
  • misuse referral, billing, or support features.

11. Beta, preview, and roadmap features

We may label some features as beta, preview, pilot, or similar. These features may change more frequently, may have limited support, and may not be suitable for production use.

12. Availability and changes

We will use reasonable efforts to make the Service available, but the Service is provided on an “as is” and “as available” basis unless a separate written agreement states otherwise.

We may carry out maintenance, updates, emergency fixes, or infrastructure changes that temporarily affect the Service.

Any service levels, uptime commitments, or service credits apply only if expressly agreed in a separate written contract, order form, or SLA schedule.

13. Support

We may provide support through email, help centre content, and other channels we make available from time to time. Support scope and response times may vary by plan.

14. Security

We use reasonable and appropriate technical and organisational measures designed to protect personal data and service data, including measures relating to:

  • encryption in transit;
  • encryption at rest where supported by our infrastructure and providers;
  • access controls;
  • logs and monitoring;
  • backups; and
  • incident response procedures.

We may conduct periodic security reviews and rely on provider-level infrastructure controls. We do not promise that the Service will be immune from every security incident.

15. Referral programme

If you participate in any referral, affiliate, commission, creator, or reward feature, separate referral terms may apply in addition to these Terms. In the event of conflict, the referral-specific terms prevail for that feature.

16. Intellectual property

The Service, software, branding, designs, text, graphics, and all related intellectual property rights in the Service (excluding your content) are owned by or licensed to FixSnags.

These Terms do not transfer ownership of the Service or our intellectual property to you.

17. Suspension and termination

17.1 Suspension or termination by us

We may suspend, restrict, or terminate your access, in whole or in part, if:

  • you fail to pay applicable fees;
  • you breach these Terms;
  • we reasonably believe there is fraud, misuse, abuse, or a security risk;
  • we are required to do so by law or a regulator.

17.2 No convenience termination by us for paid accounts

We will not terminate a paid account purely for convenience except where separately agreed in writing or required by law, and we reserve the right to suspend or terminate for non-payment, misuse, fraud, abuse, or security reasons.

17.3 Effect of termination

On termination or account deletion:

  • your right to use the Service ends, except for any limited post-termination access we allow;
  • we may retain certain data for legal, billing, security, fraud prevention, backup, dispute, or compliance purposes;
  • data deletion and retention are handled in accordance with our Privacy Policy and any applicable customer agreement.

18. Export and access to data

Users may export individual reports in the formats made available in the Service. Additional data export rights, if any, are described in the Service, the Privacy Policy, or applicable law. FixSnags is not required to provide a full company-wide export unless required by law or separately agreed in writing.

19. Disclaimers

FixSnags is a documentation and workflow tool. It does not provide engineering, architectural, legal, regulatory, compliance, health and safety, or professional certification advice, and it does not replace professional judgment, inspections, or sign-off obligations.

You are responsible for how you use the Service and for decisions made using information generated by it.

20. Limitation of liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

Subject to that:

  1. we are not liable for any indirect, incidental, special, consequential, or punitive loss, including loss of profits, revenue, goodwill, opportunity, anticipated savings, or data;
  2. we are not liable for loss caused by your misuse of the Service, unsupported user actions, third-party services outside our reasonable control, or outages caused by your internet connection, devices, or environment;
  3. our total aggregate liability arising out of or in connection with the Service and these Terms will not exceed the total fees paid by you to FixSnags for the affected Service in the 1 month before the event giving rise to the claim.

This clause applies whether the claim is in contract, tort (including negligence), misrepresentation, breach of statutory duty, or otherwise.

21. Indemnity

If you use the Service on behalf of a business, you agree to indemnify FixSnags against losses, claims, damages, costs, and expenses arising from:

  • your unlawful use of the Service;
  • your infringement of third-party rights;
  • content you upload in breach of these Terms; or
  • your breach of these Terms, except to the extent caused by our own breach.

22. Privacy and data protection

We handle personal data in accordance with our Privacy Policy, Cookie Notice, and any applicable Data Processing Addendum. If you are a business customer, a separate DPA may apply to your use of the Service.

23. Changes to these Terms

We may update these Terms from time to time. If we make material changes, we will take reasonable steps to notify users before the changes take effect, for example through the website, the Service, or email.

24. Governing law and disputes

These Terms are governed by the laws of England and Wales.

If you have a complaint, please contact [email protected] first so we can try to resolve it informally.

If a dispute cannot be resolved informally, the courts of England and Wales will have jurisdiction, except where applicable consumer law gives you the right to bring a claim in another court.

25. Contact

General and support: [email protected]
Privacy: [email protected]
Billing: [email protected]