Definitions

a) ‘we’ and ‘ours’ and ‘us’ refers to This Haven;

b) ‘you’ and ‘your’ and ‘yours’ refers to the client who has signed this agreement; and

c) ‘our services’ means the provision of the services for which you have engaged us.

Services

This Haven provides a range of services including but not limited to home and office organisation, decluttering, space planning, and productivity consulting. Specific services to be provided will be agreed upon in writing prior to commencement.

Our administrative support services include but are not limited to administrative support, email management, scheduling, travel planning, data entry, photo management & research. Specific services to be provided will be agreed upon in writing before commencement.

Confidentiality & privacy 

This Haven’s services are both professional and confidential. Except to the extent, disclosure may be required by law, we will keep confidential all information about you and we will not disclose any information about you to any third party. We adhere to data protection laws. If you agree to testimonials/photographs being used they will be anonymised and only used for marketing and/or training purposes. Please see our separate Privacy Policy for further information.

For our administrative support, both parties agree to keep all confidential information obtained during the course of the engagement private and not to disclose it to any third party without prior written consent. Confidential information includes but is not limited to personal details, business information, and proprietary data.

Best advice

Although we provide advice and encouragement in the decluttering and organising processes, it’s your decision to let go of items. We accept no responsibility for the actions you take based on our advice, whether given at the time of the initial consultation, during the organising or decluttering process or at any subsequent or future date. You will be responsible for obtaining permission from any other parties), that may be necessary for our services to be provided for example a landlord or competent authority. We do not have the relevant expertise to identify items of particular value or rarity. In such cases, you are advised to seek your valuations of any items. We can make enquiries on your behalf (charged at our hourly rates) but we can accept no responsibility for your relationship with such service providers and it is important you are satisfied that their service and prices are suitable for your requirements. 

Compliance

This Haven holds Public Liability and Professional Indemnity insurance. We handle items with care. You acknowledge that we will not be held liable for accidental damage or loss however caused. We will not be liable to you if we do not perform our services for reasons beyond our control or otherwise.

As a verified member of the Association of Professional Declutterers and Organisers (APDO), This Haven adheres to a code of ethics and working practices. These can be  found at: https://www.apdo.co.uk/code-of-ethics/

Our administrative assistant work will not be liable for any indirect, incidental, or consequential damages arising out of or in connection with the services provided. The Client agrees to indemnify and hold harmless the Assistant from any claims, damages, losses, or expenses arising from the Client's use of the services.

Work limits

We do not provide cleaning or removal services. Charity donations and removal of items to be removed from your home must be done at your discretion. We can recommend third parties e.g. local charities and organisations for donations or recycling and licensed clearance companies to assist if needed. If you have charity shops within a short walking distance from you, we can drop off donations during the session. However, you must make the ultimate decision of who to use and we cannot take responsibility for any actions of any such third party. 

You must inform us if there are any hazards in your home that we need to be aware of e.g. rodents, mould, etc. If access is restricted or unsafe, we reserve the right to charge for lost time and expenses incurred.

If access to any area of the home or premises is restricted or unsafe, This Haven reserves the right to charge for lost time and expenses incurred.

The client agrees to disclose in advance any additional persons due on the premises during an onsite session. To optimise sessions, it is advised that any pets and/or children are supervised in an adjacent room to the main project room(s). 

Work will not be undertaken with clients under the influence of alcohol or drugs and charges may be made for lost time and expenses incurred.

For personal safety, the client’s name and address may be made available to a close friend or family member of any This Haven representative whilst they are onsite at the client.

Photography & social media

Seeing progression photographs/videos of space is often motivating for clients as they can see how much a project has changed during sessions. These can often be inspiring to others too so please advise if you would be happy for This Haven to share your successful projects. Photographic evidence will always be anonymous with any identifying/sensitive aspects omitted or screened as appropriate.  

Breaks

Decluttering can be tiring and we advise taking short breaks throughout the process to ensure energy and motivation are preserved. We will help you declutter at your own pace while guiding you with our expertise. A 30-minute break is required for any sessions lasting over four consecutive hours.

Payment terms

Our charges for our services are:

• Free initial up to 30-minute telephone consultation.

• A deposit of 50% of the session's price is required to book your session date. The remainder of the session price is immediately payable after each session.

• If an hourly service is agreed upon, billed hours will be calculated from arrival at the home or premises, until departure, excluding breaks.

• Our standard rate is £50 per hour Monday to Friday or £60 per hour at the weekend (a minimum 3-hour booking up to a maximum of 9 hours per session).

• You will be charged for booked hours worked. If you wish to continue a session for longer than the pre-agreed period, this will be charged at our hourly rate of £50 during the week or £60 on a weekend day.

• We do not charge VAT or travel costs for destinations beyond the usual radius of 1hr using public transport; based on the CityMapper app’s estimates from W5. Travel & any accommodation needed outside of this will be charged at cost.

• Any additional costs such as storage solutions are charged at cost.

• You will receive an invoice for each session, which can be paid by bank transfer or cash during the session. Please make payments to the bank account details set out in the invoices sent to you. Payments can be made via bank transfer or PayPal.

• Rates may be subject to change. You will be notified of rate changes 14 days in advance.

• A late fee of 2% per month will be applied to overdue balances.

• Administrative assistance services are billed at a rate of £20 per hour. Invoices will be issued weekly and are payable within 3 days of receipt.

• ADHD specific support - subject to requirements, price available on request

Cancellation

Both This Haven and you have the right to cancel a session due to unavoidable circumstances. If a session is cancelled by you with less than 24 hours' notice, you will be required to make full payment. If a session is cancelled with less than 48 hours' notice, you will be required to pay 50% of the session cost. If we cancel a session then your 50% deposit for that session will be returned. Cancellation should be provided in writing by email.

Complaints 

We aim to provide you with high-quality service. If you are unhappy with the service you received, including our bill, please let us know as soon as possible. We will try to resolve any issues quickly.