Terms and Conditions

These terms apply when you use the PrimeFix Service Portal, meaning our website at primefix.primelynxglobal.com and the PrimeFix mobile app, and when you book or receive a service through it.

The portal is operated by PrimeLynx Global Company, Commercial Registration 7055115005, VAT number 314999918100003, 2091 Makkah Almukarama Branch, Al Sulaimaniyah District, Riyadh 12621, Kingdom of Saudi Arabia. In these terms, "we" and "us" mean that company, and "you" means the person or business using the portal.

By creating an account or booking a service, you accept these terms, our Privacy Policy and our Refund and Cancellation Policy. If you do not agree with them, please do not use the portal.

• You must be at least 18 and legally able to enter into a contract. If you sign up on behalf of a company, you confirm that you are authorised to act for it.
• Give us accurate details (name, phone, email and site address) and keep them up to date. We use them to reach you and to issue correct tax invoices.
• Keep your password to yourself. Anything done through your account is treated as done by you, so tell us straight away if you think someone else has access to it.
• Technician accounts are reviewed before they are activated. Operations, accounting and sales accounts are created by invitation only.
• We may suspend or close an account that breaks these terms, contains false information or is used for fraud. Where we can, we will tell you why first.

Every job goes through the same steps, and you can follow each one in the portal:

• You send a request describing the problem and the site.
• We assign a technician and agree a visit time with you.
• The technician inspects the equipment and diagnoses the fault on site.
• We send you a written quotation.
• Work starts only after you approve the quotation.
• When the work is finished, you review the completion report and sign it off.
• We issue a VAT invoice, which you can pay online or by bank transfer.

Please give our team safe access to the site at the agreed time, and tell us about any hazards, access rules or permits in advance. If we cannot get in, or the site is not safe to work on, we may need to reschedule the visit.

Visit times are estimates. If we are running late, we will let you know. Emergency call-outs are available around the clock, subject to technician availability.

• All prices are in Saudi riyals (SAR). Quotations and invoices show VAT at 15% as a separate line, in line with ZATCA requirements.
• A quotation lists the labour, parts and materials for the job and states how long it stays valid. The price you approve is the price you pay for that scope of work.
• If we find that more work is needed once a job has started, we stop and send you a revised quotation. We never add charges you have not approved.
• If a visit or inspection fee applies to your request, we tell you before the visit, and it appears on your quotation or invoice.
• Parts we supply are new and genuine unless the quotation says otherwise.

• Payment is due by the date shown on the invoice, normally 14 days from issue, or as set out in the payment terms of your quotation (for example, an advance payment before work starts).
• You can pay online by mada, Visa, Mastercard, Apple Pay or any other method shown at checkout, or by bank transfer to the account printed on your invoice.
• Online payments are processed by Tap Payments, a regulated payment gateway operating in Saudi Arabia. You enter your card details on Tap’s secure, PCI DSS certified page, and we never receive or store your full card number.
• An invoice is marked as paid only once the payment is confirmed to us by Tap or by our bank. A screenshot or a browser redirect is not proof of payment.
• Please pay only through the portal or to the bank account on your invoice. Do not hand money to a technician unless your invoice asks you to. We are not responsible for payments made any other way.

• We guarantee our workmanship for 30 days from the date you sign off the job, unless your quotation gives a different period.
• If the same fault returns within that period because of our work, we will come back and fix it at no charge.
• Parts and equipment carry their manufacturer’s warranty, and we will help you make a claim.
• The warranty does not cover misuse, power surges or electrical faults on the site, work carried out by others, normal wear and tear, or faults outside the original scope of work.

• If you believe our team damaged your property, tell us within 48 hours of the visit, with photos if you can. We will look into it and, where we are responsible, repair, replace or compensate you for the proven loss.
• Our total liability for any one job is limited to the amount paid for that job, except where Saudi law does not allow such a limit, such as intentional harm or gross negligence.
• We are not liable for indirect losses such as lost profit or business interruption, or for delays caused by events beyond our reasonable control, such as severe weather, supply shortages or government decisions.

You agree not to:

• use the portal for anything unlawful, including anything prohibited by the Saudi Anti-Cyber Crime Law;
• try to access another person’s account or data, or probe, overload or disrupt our systems;
• upload false documents, harmful files, or content that is offensive or infringes someone else’s rights;
• arrange paid work directly with a technician you met through the portal in order to avoid it. Work arranged this way is not covered by our warranty.

The PrimeFix name and logo, the portal software and its content belong to PrimeLynx Global Company. You may use them only to use the portal as intended.

Quotations, reports and invoices issued to you are yours to keep, print and share for your own purposes.

We may update these terms when our services or the law change. We will publish the new version on this page with its effective date and, for significant changes, notify account holders by email or in the app at least 7 days before they take effect.

A job you have already approved stays under the terms that applied when you approved it.

• These terms are governed by the laws of the Kingdom of Saudi Arabia.
• If you have a complaint, please contact us first. We acknowledge every complaint within 2 business days and aim to resolve it within 10 business days.
• If we cannot resolve it, you can contact the Ministry of Commerce on 1900 or through its Balagh Tijari service. Any dispute will be decided by the competent courts in Riyadh.
• These terms are published in Arabic and English. If the two versions differ, the Arabic version applies.

PrimeLynx Global Company

• Email: info@primelynxglobal.com
• Phone: +966 56 769 3142
• Hours: Sunday to Thursday, 8:00 am to 6:00 pm (Riyadh time). Emergency call-outs 24/7.
• Address: 2091 Makkah Almukarama Branch, Al Sulaimaniyah District, Riyadh 12621, Kingdom of Saudi Arabia