Terms & Conditions
Confidentiality and Privacy
Homefulness offers complete confidentiality and discretion, and we will never divulge information to any third parties without your consent. All organisers working for Homefulness have signed a confidentiality agreement. The handling of your personal information is governed by our Privacy Policy.
Homefulness is fully compliant with all relevant legislation. By entering into contract with Homefulness Ltd you agree that your personal details will be held securely, to be used only in connection with the services carried out by Homefulness.
Cancellation Policy
We appreciate that both you and a Homefulness organiser may need to reschedule a session you have booked. All rescheduled sessions must be completed within two months of the original session time and date. There is no charge for rescheduling a session.
Cancellations made more than 3 calendar days in advance of the session will be refunded in full.
Should you cancel within less than three clear calendar days’ notice and are not looking to reschedule your session to another time and date, you will be charged for the 1st three hours of work of each organiser assigned to your project. Products bought on your behalf will have to be picked up by yourself from our location in Fulham – London (W6 9SS). We won’t be able to reimburse you for products that you cannot pick up after cancelling a session.
Cancellations made on the same calendar day as the booked session will not be refunded and will be charged for the full quoted amount.
Cancellations of rescheduled sessions are not eligible for refund.
Your Right to Cancel (Cooling-Off Period)
If you are a consumer and we agreed your booking in your home or at a distance (for example by phone, email or online), you have the right to cancel within 14 days of entering into the contract, without giving a reason.
Because our sessions are often scheduled within this 14-day period, by booking a session that falls within 14 days you expressly request that we begin providing the services during the cancellation period. If you then cancel, you will be charged for the services already provided up to the point of cancellation (calculated in proportion to the full contract), and our Cancellation Policy above will apply to any session-specific charges. Once the services have been fully performed, your right to cancel under this clause ends.
To cancel, please email us at info@homefulness.co.uk. This does not affect your other statutory rights as a consumer.
Working Hours
Homefulness always proceed with an in-home consultation prior to booking a session. During the consultation we will work with you to determine how many hours you may require. It is not always possible however to give an accurate estimate and some projects may require more sessions/hours than initially thought, depending on a variety of factors as each project and client is unique.
One session typically lasts 3 hours. Session price is per organiser. Should the time of the session go over 3 hours, you will be charged £90+VAT per hour and per organiser for the hours worked. Homefulness will always inform you when the booked time is up and obtain your permission to continue if you wish to do so.
When doing decluttering with you, Homefulness will always work at your own pace as decluttering can be physically and emotionally demanding. Breaks can be taken as you wish, however please be aware that these breaks will count towards the duration of the booked session. Should the session duration take place during breakfast, lunchtime or dinner, our organiser may need to take a break (no more than half an hour) and you will not be charged for this time. This will be arranged prior to the session starting so you are aware of timings.
Homefulness organisers work Monday to Friday 8 am - 6 pm. Weekends, bank holidays and after-hours sessions can be arranged at an additional cost.
Access
Please ensure there is good access immediately outside your home and inside your home. Homefulness is unable to move furniture due to reasons of health and safety.
Should the working area be considered unsafe Homefulness reserves the right to cancel the session without refund.
Pets
Please ensure that any pets (including cats, dogs, or other animals) present in the home do not obstruct or otherwise interfere with the organisers’ ability to safely access all areas where services are to be provided. Pets must be secured or kept in a separate area during the session where reasonably practicable. Homefulness may, at its discretion, pause or delay work, or refuse to enter certain areas of the home where pets exhibit aggressive, intimidating, or unsafe behaviour. In the event that a pet’s presence prevents access or causes a delay, you acknowledge that this may result in additional charges, rescheduling, or a shortened session, and Homefulness shall not be liable for any loss, damage, or failure to perform the services as originally planned where such delay or non-performance is caused by your pets or other circumstances beyond Homefulness’ reasonable control.
Best Advice
Decluttering focuses on deciding which of your possessions and items you want to keep. Through this process, you may find yourself parting with possessions or items that you decide you no longer need. The decision to keep or discard an item is entirely yours. We only guide you to help you determine what you need in your home. Advice is given in good faith and it is always your decision to accept guidance on whether or not to keep particular possessions. Homefulness cannot therefore accept responsibility for the consequences of such decisions. Homefulness cannot be held liable for any possessions or items that have been discarded.
Removal of Possessions
We encourage recycling items where possible or donations to registered charities. You may even choose to sell possessions or items that you no longer need. Homefulness is unable to provide a valuation service, nor do we have expertise to identify items of special value or rarity. In any event, possessions or items disposed of are your sole responsibility. Items to be removed from your premises, either for disposal or to other locations, must be at your own discretion. Disposal will not take place without your authorisation. The client accepts responsibility for all or any items disposed of in the decluttering process. Homefulness is happy to help with such disposal for a fee (e.g. removal to local refuse tip or to charity shop) if we are able to do so, i.e. for small items. You are responsible for removing larger items that cannot be easily carried in one's hands. If you purge more than whatever you can dispose of yourself, Homefulness can arrange for a hauler to come for a fee. As clients of Homefulness, you confirm that all decisions to dispose of items remain with you, and are your responsibility at all times.
Photography
Homefulness might use before and after photographs to support a client's organisation journey.
These photographs are the property of Homefulness Ltd.
Homefulness might use these photographs as example of our work, and to inspire others on this website and on social media platforms. Photographs are always anonymised; the client cannot be identified through them, except if we have received your permission to do so.
Recommendations
Homefulness may make suggestions on additional products and services by third parties. Although we always do our best to ensure we recommend high quality products and services we are unable to accept any responsibility or liability should the products or services cause you direct or consequential loss or damage.
Purchase and return of organisation products
Homefulness will source organisation products for you, once we have received your approval. We charge a shopping fee and products will be charged to you at their retail price. If there is a product that you do not like once it is installed in your home, we will be happy to organise its return and we will reimburse you. Please note that returns will not be possible after the organisation session or if the organisation session has been delayed and we have been storing products on your behalf past the return window. We cannot return products that require assembly once they are assembled, and we will therefore not be able to reimburse you either. When products ordered on your behalf are too large for us to bring on the day of our organisation session, they will need to be delivered directly to you. Delivery will be arranged by the supplier and we are not responsible for any delays or issues occurring during the delivery. You will need to ensure that someone is home to receive such deliveries. Alternatively, we can arrange for a courier to deliver everything on the day of our organisation session. Delivery fees will vary depending on your location (our storage is based in London W6).
Products Assembly
Our organisers will be happy to assemble small organisation items. For larger items such as pieces of furniture, we work with a handyman that we can arrange to come for a fee. Please note that assembled products cannot be returned or refunded.
Cleaning
Homefulness is not a cleaning service and we are therefore unable to provide cleaning services.
Travel Costs
London branch: All services paid for include travel costs provided the services are carried out in London zones 1-3. Outside of these areas travel expenses and additional fees will be charged and pre-agreed before a session takes place. Congestion, ULEZ and parking charges will also apply.
Northamptonshire branch: Travel fee will apply to all projects: £0.55 per mile from Wellingborough NN8. Parking charges might also apply.
Extended Travel & Overnight Stays: For projects requiring travel beyond a reasonable commuting distance and/or an overnight stay, clients agree to cover all associated costs, including but not limited to transportation, accommodation, and meals for the duration of the stay. In such cases, Homefulness reserves the right to charge for travel time, which will be discussed and agreed in advance of the project commencement.
Payment Terms
Payment is required in advance of your session unless otherwise discussed. Our standard payment method is direct bank transfer (BACS), using the details shown on your invoice. A secure card payment link is available on request. Please note a surcharge of 3.5% applies to payments made using a payment link, reflecting the higher processing fees we are charged.
Payment is due as set out on your invoice. If you do not pay on time, we may charge compensation and interest on the overdue amount at 8% per year above the Bank of England base rate, calculated daily from the due date until payment is made. We may also recover reasonable costs we incur in collecting a late payment. For business clients, the Late Payment of Commercial Debts (Interest) Act 1998 applies instead.
Homefulness reserve the right to increase its rates at any time. Any sessions booked prior to a rate increase will be unaffected by the increase.
Dispute & Resolution
If you disagree with an invoice you have received from Homefulness Ltd, please email us within 7 calendar days and we will get back to you within 2 business days. Any invoice which has not been disputed within 7 days will be regarded as valid and undisputed.
No Hire
We invest significant time and cost in recruiting and developing our organisers and contractors and in building each client relationship. To protect this, you agree that while we are providing services to you, and for 24 months afterwards, you will not directly or indirectly employ or engage any organiser, contractor or consultant we have introduced to you, other than through Homefulness. If you engage a member of our team in breach of this clause, you agree to pay £966 as a genuine pre-estimate of our resulting loss, being the value of a typical engagement (an initial consultation, a shopping and design fee, and one day of organising).
Insurance
We provide an in-home service and take great care with your possessions. Homefulness Ltd holds Public Liability and Professional Indemnity Insurance with Westminster Insurance. We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill, including damage to your property caused by our negligence. We are not responsible for:
loss or damage that was not foreseeable;
pre-existing damage, or wear and tear, not caused by us;
the consequences of your decisions about which items to keep, discard, donate or sell (see "Best Advice" and "Removal of Possessions" above); or
items of special value, rarity or sentimental value that you have not told us about in advance.
We recommend you maintain adequate insurance for your possessions, particularly high-value items, and that you point these out to us before a session so we can take appropriate care.
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law, and nothing affects your statutory rights as a consumer.
Homefulness Academy
When you buy a downloadable product, digital product or online training from Homefulness Academy, you expressly request immediate access and acknowledge that, by downloading or accessing the content, you lose your statutory 14-day right to cancel. For this reason, purchases from Homefulness Academy are non-refundable once accessed. This does not affect your legal rights if content is faulty or not as described.
Gift Certificates
Gift certificates must be redeemed within 12 months of the purchase date.
Referral Program
If you have been given a referral card following our organisation session, it contains a unique referral code. Your friends will need to quote that code when booking a consultation and an organisation session with us. You will be able to use your referral bonus once our organisation session at your friend's place has been completed and paid for. This referral bonus must be redeemed within 12 months. You will not be able to use your referral bonus if your friend only books an initial consultation, or if the organisation session has not been fully paid.
If you have not been given a referral card, feel free to enquire here.
Formation of Contract
A contract between you and Homefulness Ltd is formed once you confirm your booking in writing (by email or by accepting your quote) and, where payment in advance is required, once that payment has been received. By entering into this contract you confirm that you have read, understood and agree to these Terms & Conditions. These terms apply to the exclusion of any other terms you may seek to impose.
Governing Law & Jurisdiction
These Terms & Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, are governed by and construed in accordance with the law of England and Wales. You and Homefulness Ltd both agree that the courts of England and Wales will have exclusive jurisdiction to settle any such dispute or claim. Nothing in this clause affects any statutory rights you may have as a consumer.
Severability
If any provision of these Terms & Conditions is found by any court or competent authority to be invalid, unlawful or unenforceable, that provision will be severed from the remaining provisions, which will continue in full force and effect. Where possible, the invalid provision will be replaced by a valid one that most closely reflects the original intention.