Chat Usage Policy

1. Welcome to your virtual building

FixrOS works as the digital version of your building. In the physical building, when you ring the bell at 5thA, you do not need to know the name of whoever lives there in order to speak to that person: it is enough to know that they are your neighbour at 5thA. At FixrOS we apply exactly that same logic.

This Policy explains how the chats within the app work, who can write to whom, how you are identified to other users and what rules of coexistence apply. It does not replace the Privacy Policy or the Terms and Conditions; it complements them and specifies them for messaging.

2. How you are identified to others

2.1 General rule: you are identified by your dwelling, not by your name

When you write in any chat to other neighbours, they see you as «3rdB» (or the identifier corresponding to your dwelling), not as «Laura Gómez». Your name, your email and your telephone number are never visible to other neighbours.

This decision is no coincidence: it is the way of respecting the principle of data minimisation in Art. 5.1.c GDPR. To coordinate coexistence in a community, it is enough to know that the message comes from «3rdB»; nothing more is needed.

2.2 Who does see your full name

Only the property manager sees your real name, because they need it for their professional management. The president and the concierge see you identified by your dwelling, like the rest of the neighbours.

2.3 What happens if you identify yourself

Nothing prevents you from writing «hi, I'm Laura from 3rdB, do you have any sugar?». You are entitled to do so. But bear in mind that, by voluntarily revealing your identity in the chat, the protection that the pseudonym gives you ceases to apply in that conversation. It is your decision.

2.4 What happens if you move out

The messaging channels are associated with your personal identity, not with the dwelling. When you stop living in a dwelling and the property manager records the change in FixrOS, the new resident does not access your conversations or your blocks: they start from scratch with their own account.

3. The 6 messaging channels

In FixrOS there are six different channels. They do not all work the same way nor do they have the same rules.

Below we explain the particularities of each one.

3.1 Community chat

It is one-way: only the president, the concierge and the property manager can post. The rest of the neighbours can read it. It works like the building's noticeboard.

3.2 Chat with the president

The president is just another neighbour who holds the office voluntarily in accordance with the Horizontal Property Law. When you write to them, remember that they are not a contracted professional: respect the rules of coexistence and reasonable hours.

3.3 Chat with the concierge: working hours respected

Very important: the concierge is an employee. In Spain, Organic Law 3/2018 and the Workers' Statute recognise the right to digital disconnection outside working hours.

For this reason, in FixrOS:

• The property manager configures the concierge's working hours when setting up the community.
• If you write to the concierge within their hours → the message is delivered immediately.
• If you write to the concierge outside their hours → your message is queued and you will see the notice: «This message will be delivered to the Concierge tomorrow at 8:00». The concierge does not receive a notification outside working hours.
• For genuine emergencies there is a specific «Emergency» button which does notify the concierge outside working hours. Use it only for genuine emergencies: abusive use is logged.

3.4 Chat with the property manager

The property manager is the professional who manages your community. Their hours of attention are visible in the chat itself. FixrOS guarantees a reasonable response time, but the property manager manages their own calendar.

3.5 Chat with a provider (within an incident)

When there is an incident with an assigned provider (for example, a plumber), a chat limited to that incident is opened. Particularities:

• The provider does NOT see your name, email or telephone number, only your dwelling and the text of the incident.
• If you want to share your telephone number with them to better coordinate the visit, you can do so with an explicit «Share my telephone number with the provider» button. It is never shared automatically.
• The chat closes automatically once the incident is resolved. From that moment on, you can no longer write to each other through that channel, without prejudice to the retention of the history pursuant to Section 7.

3.6 Chat with another neighbour (bilateral opt-in)

This channel works in a specific way to protect your peace of mind:

• If another neighbour wants to write to you for the first time, you receive a contact request with the stated reason.
• You see three buttons: Accept and reply, Reject or Block.
• If you do not accept, no channel is opened. The other neighbour sees «Your message was not accepted», with no further information.
• If you block a dwelling, it will not be able to contact you again until you remove the block from Settings.
• In Settings you can globally disable the receipt of messages from other neighbours without losing the other chats.

By default, the receipt of messages from other neighbours is enabled, but you can change it at any time.

4. Rules of coexistence (6 essential rules)

By writing in any channel of the chat you undertake to comply with these rules. They are the same as would govern your behaviour in the entrance hall of the physical building.

1. Respect. No insults, threats, mockery or offensive language. Pseudonymisation does not give licence to be disrespectful: every message is logged and is identifiable upon legal request.
2. Truthfulness. Do not impersonate another neighbour, the president, the concierge or anyone else.
3. Privacy of others. Do not publish photos, names, telephone numbers or data of other people without their permission. Nor of minors.
4. No spam, no advertising. The chat is not a commercial channel. Do not use it to promote products or services.
5. No illegal content. No pornography, no incitement to hatred, no illegal downloads, no content that infringes copyright.
6. Community matters. The FixrOS chat is intended for coexistence and the management of the community, not for personal disputes unrelated to the building.

If someone is disrespectful to you or breaches the rules, report it. The following section explains how.

5. How to report a message or a user

Next to each message you will see a «Report» button. You can also report a whole user from their profile.

5.1 What happens when you report

1. The report goes first to the property manager of your community, who acts as first-level moderator.
2. The property manager reviews the report within a maximum of 48 hours.
3. The property manager may: (a) dismiss the report, (b) warn the reported user, (c) temporarily suspend their access to the chat, (d) escalate it to FixrOS if they consider that it exceeds their competence.
4. If the report is against the property manager themselves, or if the reported content could constitute a criminal offence, the report is automatically escalated to FixrOS.
5. You will receive a reasoned notification of the decision adopted within a maximum of 15 calendar days, in accordance with Art. 17 of Regulation (EU) 2022/2065 (Digital Services Act).

5.2 Blocking directly

In addition to reporting, you can block a dwelling from the chat itself. Blocking prevents that dwelling from sending you messages again until you remove the block. Blocking is not the same as reporting: blocking is a private action of yours, the report is a complaint to the system.

5.3 When to turn to the police or the authorities

If you are the victim of serious harassment, threats, gender-based violence or any other criminal offence, do not wait for the internal process: go directly to the police (091 / 062 / 112). FixrOS will cooperate with the justice system by providing the necessary data under a court order.

6. When your real identity is disclosed

Your real identity (name, email, telephone number) is only disclosed to other neighbours if one of the following conditions is met:

• You yourself decide to identify yourself in the content of your messages.
• You explicitly share your contact details with a provider through the corresponding button.
• A judicial authority formally requires it in the context of a police investigation or judicial proceedings. FixrOS never discloses your identity in response to private requests, not even from the president of your community or the property manager.

The procedure for cooperation with authorities is documented internally and any disclosure is recorded in an audit log.

7. How long we keep your messages

We keep your messages for as long as you maintain your FixrOS account and the corresponding channel remains available, so that you can consult your history at any time.

When you cease to be a user —because you close your account or stop belonging to the community—, your messages cease to be accessible and become blocked: they are kept solely at the disposal of judges, courts and competent authorities throughout the limitation period of the legal actions that could arise from their content (Art. 32 LOPDGDD) and, once that period has elapsed, they are securely and irreversibly deleted or anonymised.

Particularities by channel: the chat with a provider is linked to a specific incident and closes automatically once it is resolved; from that moment on you can no longer write to each other through that channel, without prejudice to the retention of the history pursuant to the preceding paragraph. FixrOS may also establish shorter deletion periods for purely coexistence channels when the messages cease to be necessary for their purpose; in that case, the applicable period will be shown in the channel itself.

If you want to keep a copy of any conversation, use the «Download my conversations» function from My Account → Chat Privacy.

8. Your rights over the messages

As a data subject under the GDPR, you have the following rights regarding the messages you have sent or received:

For any query, write to privacidad@fixros.com. We will reply within a maximum of one month.

9. What we do and what we do not do with your messages

What we do:

• We store your messages on servers located in the European Union, with encrypted communications (TLS), strict access control, isolation by community and encrypted backups.
• We transmit them between devices through Ably (encrypted WebSocket).
• We keep them and, when you cease to be a user, we block them and finally delete or anonymise them in accordance with Section 7.
• We cooperate with the judicial authority when formally required to do so.

What we do NOT do:

• We do not routinely read the content of your messages. Our team only accesses specific messages under (a) a report from the property manager, (b) a court order, (c) a specific technical bug investigation that requires access to the log (with an audit record).
• We do not use your messages to train artificial intelligence.
• We do not sell your messages to third parties.
• We do not share them with advertisers, partners or any third party for commercial purposes.
• We do not analyse their content for profiling or advertising.

10. Changes to this Policy

If we introduce relevant changes, we will notify you by email and with a notice within the app 30 days in advance. Minor changes (clarifications, corrections) may be published directly with the new date in the header.

Previous versions may be requested by writing to legal@fixros.com.

11. Contact

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FixrOS, S.L. (brand FixrOS) · Tax ID B88755780 · Calle Núñez de Balboa 120, 28006 Madrid · privacidad@fixros.com
In force from: 1 June 2026