Help with Fleetlix

Email contact@fleetlix.com. That address reaches a person who can change something, not a queue. We aim to reply within one working day, Monday to Friday, 9am to 5pm UK time.

You do not need an account or a reference number to write to us, and you do not need to be a customer. Questions from someone still deciding are answered on the same terms as questions from someone already paying.

What to include

None of this is required, but each of them removes a round trip:

• The email address on the account — or the one you paid with, if the account does not exist yet.
• What you were trying to do, and what happened instead. If a message appeared on screen, the exact wording of it matters more than a description.
• The device and browser, if it is something in the app rather than something about billing.
• A screenshot, if there was anything to see. Do not send card numbers — we cannot use them and do not want them.

Other addresses

Security reports, data processing agreements and sub-processor notices go to the security team rather than here — see the contact section of App & Data Security. Data protection requests are handled through the route set out in our privacy policy, which carries its own statutory deadline. The contract governing your subscription is our terms of service.

Fleetlix is operations software for UK waste, skip-hire and haulage firms. It runs the working day end to end: booking and dispatch, the drag-and-drop board and live map, driver walk-around checks, weighbridge tickets and waste capture, waste transfer notes with carrier sign-off, maintenance and compliance dates, invoicing, and submission to the Digital Waste Tracking Service.

It is sold as a monthly or annual subscription, priced by the size of your team and which commercial modules you need. There is one product; the tiers differ by capacity and depth, not by whether the core works. A fuller description of what is included sits on the home page, and there is a recorded walkthrough of the actual product if you would rather watch than read.

All prices are in pounds sterling (GBP) and exclude VAT. Annual plans cost ten months rather than twelve, so two months are free, and are billed once, up front.

Seat allowances differ by plan and are counted per role — Drivers, Yard, Mechanics and Office. The full breakdown, and what each tier unlocks, is on the pricing section, which is the authoritative published version of this table.

Fleetlix Compliance, the standalone DWTS portal, is priced separately at £49 a month plus VAT with 2 users. It is billed monthly only, there is no free trial, and promotion codes do not apply to it. New subscriptions to it are paused for the moment; section 6 explains.

Seat limits are enforced in the database, not only in the interface. Admin is a permission an Office or Yard user holds; it never costs a seat.

Every price we publish excludes VAT. FLEETLIX LTD is VAT registered, so a UK business pays the listed price plus VAT at 20%, which most can then reclaim on their own return.

VAT is worked out and added at checkout, not before — which is why the total on the payment page is higher than the figure on the plan card. A business outside the UK can enter its VAT number at checkout and is handled under the reverse charge. A billing address is required in all cases, because it is what determines the tax treatment.

Your VAT invoice comes from our payment provider and shows our VAT registration. See section 8 for where to find it.

Promotion codes cannot be used while new subscriptions are paused (see section 6). If you were given one, keep it, and ask us whether it will still apply when sign-up reopens.

How the trial works

• Card details are taken up front. Nothing is charged on the day you start. The card is what lets the subscription continue without a second signup at the end.
• You get the whole plan. A trial is not a reduced version — every feature of the tier you picked is on, so what you evaluate is what you would be buying.
• The first payment is taken when the trial ends, at the plan and billing period you chose, plus VAT.
• Cancel any time before then and you are not charged. No notice period, no fee, no conversation required. Section 10 sets out how.

One thing about this order surprises nearly everyone, so it is worth stating plainly: you pay before your login exists. The payment is what creates the account for you to then set a password on.

1. Go to the pricing section and choose monthly or annual. For a plan above Operator, open the link with your code in it instead, so the code comes with you.
2. Pick a plan. Operator's button starts checkout straight away. On the other plans the button offers the free trial once your code is recognised.
3. Enter your details on the payment page. This is hosted by our payment provider, not by us. It collects your billing address, your card, and your VAT number if you have one.
4. You are returned to Fleetlix to set a password. This is the step that turns the payment into an account you can log into.
5. Your workspace is created on the plan you paid for, and you land in it as the first Admin.
6. Set the business up — vehicles, people, waste tracking credentials. Section 7 covers the order that works best.

You do not have to do all of this before you start taking jobs through Fleetlix, and most operators do not. This is the order that causes the least rework.

1. 1

   Create your login

   Stripe returns you to fleetlix.app to set a password. This is the step that turns a payment into an account, so do it before you close the tab — see section 6 if you already have.

2. 2

   Add your vehicles

   Registration, type and MOT date is enough to start. Maintenance dates, VOR status and compliance reminders build on that record, so it is worth getting the dates right once.

3. 3

   Invite your team

   Add people by role — Driver, Yard, Mechanic or Office. The role decides what they see. Admin is a permission an Office or Yard user holds; it never costs a seat.

4. 4

   Get everyone installed

   Fleetlix installs from the browser on any phone, tablet or desktop, with no app store account. Send drivers the install guide and it takes about a minute per handset.

5. 5

   Connect Digital Waste Tracking

   Your site API code goes in once and every waste movement is submitted from then on. If you do not have your Defra credentials yet, tell us and we will walk you through obtaining them.

6. 6

   Bring your existing data across

   Customers, sites and rates import from a spreadsheet. If yours is coming out of another system in an awkward shape, send it to us rather than reformatting it by hand.

If any of it stalls, say so early rather than working around it. Setting up a yard is the part where we are most useful, and it is the part we would rather do with you than read about afterwards.

When you are charged

• On a trial: nothing on the day you sign up. The first payment is taken when the trial ends.
• Monthly: on the same date each month, from the date the subscription starts.
• Annually: once, up front, for the whole year.

Every charge is the plan price plus VAT. Nothing else is added — there are no setup fees, no onboarding charges and no per-submission cost for waste tracking within your plan's allowance.

Invoices and receipts

Receipts are issued by our payment provider and emailed to the address on the subscription at the time of each charge. They carry our VAT registration and are valid VAT invoices for your records. If you need one reissued, or sent to a different address from the one that pays, ask us and we will arrange it.

Changing your card or billing details

Email us and we will send you a secure link to update the card, the billing address or the VAT number on the account. We cannot take card details by email or over any other channel, and we will never ask you for them — see section 14 for why.

You can move up or down at any time, and you are not locked to the tier you started on.

• Moving up takes effect immediately — the extra seats and modules are available straight away, and the cost difference is applied from that point rather than charged as a fresh full period.
• Moving down takes effect at your next renewal, so you keep what you have paid for until then. Check your seat counts before it lands: if you are over the new plan's limit, you will need to remove people first.
• Switching between monthly and annual is possible in either direction. Tell us which and we will arrange it rather than have you cancel and re-sign.

Nothing is deleted when you change plan. Data belonging to a module you no longer have becomes read-only or hidden rather than being destroyed, and it returns intact if you move back up.

There is no minimum term, no notice period and no cancellation fee. To cancel, email contact@fleetlix.com from the address on the account and say so. We will confirm in writing, in one working day, and tell you the exact date access ends.

What happens when you cancel

• Your access runs to the end of the period you have paid for. Cancelling does not cut you off that day. On a monthly plan that is the end of the current month; on an annual plan, the end of the year you bought.
• You are not charged again after the cancellation is confirmed.
• Cancelling during a free trial costs nothing, provided it is before the trial ends.
• You can export your data before access ends. Ask and we will help; do not leave it to the last day.

When we will refund

Regardless of the above, we will refund you where we have got it wrong: a duplicate charge, a charge after a cancellation we had confirmed, a charge on the wrong plan, or a period in which the service was not usable because of a failure at our end. Tell us and we will put it right — we would rather refund a disputed charge than argue about it.

Refunds are returned to the card that paid, through our payment provider. They typically appear within five to ten working days, depending on your bank.

Checkout reports failures by briefly rewriting the label on the button you pressed, then changing it back. So what you will remember is a button that said something odd for a couple of seconds. Every message it can produce is below, with what it actually means.

A failed checkout does not charge you. If the payment page never opened, no payment was attempted.

If you hit something that is not on this list, send us the exact wording and roughly what time it happened. We can look up what our side did and tell you what went wrong.

Installation questions — how to get Fleetlix onto a specific phone, tablet or desktop, which devices are supported, and what to do when the install option does not appear — are answered per platform in the install guide. Everything else starts here.

We would rather you knew these before you bought than found them afterwards.

Where Fleetlix is sold

Fleetlix is built for UK operators and sold to UK businesses. The compliance features — DVSA walk-around checks, waste transfer notes, Digital Waste Tracking — implement UK regimes and have no equivalent elsewhere. We are not currently set up to support operators outside the UK.

What we do not yet have

• Multi-factor authentication. It is not available yet. It is the single most requested control we do not have, and it is stated plainly in our security document as well as here.
• Single sign-on. Announced for the Network plan and not yet built. Anything advertised but unbuilt carries its expected date on the pricing card rather than being described as included.
• A published uptime figure or status page. We do not quote an availability percentage, because a number we have not measured over a meaningful period would be a number we made up. If something is down, we will tell you rather than expect you to find a dashboard.
• Third-party security certification. We hold no ISO 27001, SOC 2 or Cyber Essentials certification and have not had an independent penetration test. The controls we do run are documented in full, along with the ones we do not claim.

Changes and maintenance

Fleetlix is deployed continuously rather than in scheduled windows, so there is no routine downtime to plan around. Where a change alters something you depend on, we will tell you before it lands rather than after.

Your card details

We never see your card number. Payments are taken on pages hosted by our payment provider, a PCI DSS Level 1 service provider, and the card details are entered directly into their systems. What reaches Fleetlix is a reference, the last four digits and the card type — enough to show you which card is on the account, and not enough to charge it anywhere else.

This is also why we can never ask you for a card number, and why you should treat any message that does as not being from us.

The site and the app

Everything is served over HTTPS and forced there by a strict transport policy. The site runs a content security policy that blocks scripts we have not explicitly allowed, and carries no analytics, advertising or session-recording scripts — a commitment set out in our cookie policy, not just an implementation detail.

Your operational data

How tenant isolation is enforced, where data is hosted, how media is encrypted, who can reach it, what our sub-processors are and what happens in an incident are all documented in App & Data Security, including a section on what we deliberately do not claim. How we handle personal data, and your rights over it, are in our privacy policy.

If you need a data processing agreement, ask. We will sign one — it is a conversation rather than a form.

Fleetlix is built and operated by FLEETLIX LTD, a company registered in England and Wales, company number 17331348. Our registered office is 66 Paul Street, London EC2A 4NA, United Kingdom. The company is VAT registered, and is registered with the Information Commissioner's Office under reference ZC207602.

The product is built in Central Scotland. Support is answered by the people who build it, which is both the reason we can usually fix things quickly and the reason we do not staff a phone line.

For anything commercial or technical, write to contact@fleetlix.com.