Fixare policy and corporate culture Hemfixarna

Hemfixarna is a modern, reliable and transparent service company that delivers affordable services to primarily private individuals in their homes. The core of the business is our Fixers who are certified and validated by us before we release them on an assignment. The fixer works independently with the customers, but the company Hemfixarnas always guarantees quality and delivery and is the sender of the assignment.

The fixer’s behavior is crucial for the customer’s experience and this document has been prepared to regulate and clarify certain important rules for how we behave with our customers.

Behavior in the customer’s home

Our Fixers are our representatives and our face outwards. Each Fixare’s contribution is assessed (rejected) after each assignment and we must always be on our toes for our customers. We will:

• always take off our shoes before entering the customer’s home
• never be alone in the customer’s home
• never bring outside or non-employed Fixers on assignment to the customer’s home
• in cases where we receive cash from the customer for purchase, handle the money with respect and always report against a receipt after the purchase

Customer’s time and cost

The home fixers normally work on an ongoing basis. The charge is made per half hour started. The minimum compensation is one hour. We always try to avoid unnecessarily complicated solutions to the customer’s problems, but we are also not looking for quick and short-term solutions. We will:

• always respect the customer’s time and work as efficiently as possible
• always find other tasks while a standby occurs (eg computers are updated or viruses are scanned)
• always offer the customer more help if time remains until the next billing interval
• always contact Customer Service if you get stuck and time runs out
• always respect the Customer Service Directive
• never receive cash compensation from the customer during the visit. For RUT to work, an invoice from Hemfixarna is required.

Involve the customer in the solution

Our customers have turned to us for help. Either because you can not or do not have time to solve the problem yourself. The absolute best way to get a satisfied customer is to involve the customer in troubleshooting and choosing a solution. This is to avoid complaints due to misunderstandings where the customer did not understand what we did and why. We must therefore:

• always tell the customer what we are doing and when we found the fault which it is
• also account for the various solutions that exist and where possible let the customer be involved and choose the way forward
• in addition, mention any consequences that follow from the choice of route
• when we are ready go through and show the result so that the customer understands
• ask if the customer wants a manual or simpler instructions to facilitate handling

Quality

Satisfied customers are a prerequisite for Hemfixarna’s growth and the foundation of our business. The goal is always 100% satisfied customers. Therefore, rating and cooperation with TrustPilot is a matter of course. In accordance with the employment agreement, we have the right to deactivate Fixers that do not create customer satisfaction. Therefore, we must:

• always arrive on time and notify of any delays and obstacles
• always give feedback immediately when you have taken an advertised assignment
• always be sober in contact with the customer. The home fixers have zero tolerance regarding drug use during assignments.
• always use legal products and services (eg software) in both computers and smartphones.
• always make sure that purchases are made from “genuine” sources online (eg software)
• preferably recommend products and services (eg software) that we have agreed are right in Hemfixarnas toolbox. Such products and services are available in our shared libraries.
• inform the customer about dubious solutions from a security perspective
• work to ensure that all wifi equipment is installed with encryption
• when drilling in walls follow our drilling instructions
• never set up for the customer unnecessarily advanced solutions. We experiment and balance at the forefront of technology at home in our own environments.

Privacy and handling of login information

Hemfixarna strives to gain customers’ trust and build long-term relationships with the customer. Protecting the customer’s integrity is a matter of course. Therefore, we must:

• be careful about confidentiality and comply with the duty of confidentiality described in the employment contract
• Of course, under no circumstances name customers for other Fixers or outsiders
• never take part in the customer’s login details but turn us away and let the customer enter a password when logging in
• Always urge customers to use reasonably secure passwords.

 Our own security

No Fixer should ever feel insecure during assignments. Therefore, we must always cancel and leave the home if we feel threatened. If we find illegalities that are so serious that it leads to severe penalties (such as child pornography, etc.), we do not confront the customer but report to the Customer Service after we have left the home.

Corporate culture

Together we build the company Hemfixarna. A Fixer loves to help other Fixers on our internal chat forum and also uses it himself to gain knowledge and solutions. Even if we do not meet on a daily basis, we work together in the same company. The chat is where we hang out and socialize as others do in “regular” workplaces.

All Fixers are ambassadors for Hemfixarna and speak well of the company. We are all proud to be a Fixer and to represent the company Hemfixarna, which we are happy to spread both live and on social merits.

Hemfixarna is a serious company that has agreed collaborations with many of the country’s leading suppliers and operators. Complying with laws, regulations and agreements is a matter of course for us. Fixers who violate this are deactivated in accordance with the employment contract.

Hemfixarna Nordic AB / 2021-06-01