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Terms and Conditions terms and conditions

Below terms and conditions are between Hello Handy part of Hello Services LTD.


1.1       For the purposes of these terms and conditions (“Ts & Cs”), “Client” shall mean the Client whose name and details appear in the Agreement to which these terms are a Schedule and “Contractor” shall mean Hello Services Ltd (“The Company”) with whom the Client contracts upon the following terms and conditions in respect of the services to be provided. “Services” shall mean the work carried out by Hello Services Ltd and its appointed representatives, employees and subcontractors.

1.2       All estimates and quotations given by The Company, all orders and instructions given by the Customer, and all work authorisations, are governed by these terms.  They supersede any other terms appearing elsewhere and override and exclude any other terms stipulated or incorporated or referred to by the Customer, whether in the order or instructions or in any negotiations or in any course of dealing established between the Company and the Customer, except where these terms are a schedule to a signed Agreement between the Customer and the Company, in which event these terms apply only to the extent not inconsistent with that Agreement.


2.1       The Company reserves the right to refuse or decline work at its own discretion. Where the Company agrees to carry out works for the Customer those works shall be undertaken by the designated operative of Company at its absolute discretion.

2.2       If any provision set out in these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions and the remainder of the provisions held invalid shall not be affected.

2.3       These Terms and Conditions shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English Courts.

2.4       At the time of booking, our schedulers will estimate to the best of their ability and based on the information provided by the Customer the likely duration and scope of the work to be carried out. The tradesman will reassess the scope of work on arrival and on-going through the work and, if further time is likely to be required, will inform The Client as soon as possible of any changes and the reasons for them.

2.5       The Client shall only be charged for the time spent related to the Client’s work. The Client will be charged for all half hour periods fully or partly used (subject to a minimum of 2 hour for specialist services)

2.6       Parking and Congestion Charge costs will be passed on to the Client at cost.

2.7       Time required to source materials for a job will be charged at our hourly rate cost.

2.8       Unless otherwise stated, the price and all estimates and Quotations provided by The Company are shown inclusive of Value Added Tax at the prevailing rate. In any situation where Quotations state that Value Added Tax is excluded it will be payable in addition where properly chargeable.

2.9       Unless otherwise specified by The Company in the relevant estimate, an estimate is not a firm or fixed price quotation.  It is an estimate of the likely minimum cost of the Works, based on the information made available to The Company.  The Company’s final price will be calculated on the basis specified in the estimate, if any, or if none, in accordance with The Company’s Schedule of Rates applicable at the time the Works are carried out and may be increased above or reduced below the specified price.  Furthermore, The Company reserves the right to increase the price before carrying out the Works by an amount equivalent to any increase to The Company in the cost of relevant materials, labour, parking, equipment hire or transport since the date upon which The Company’s estimate, written, emailed or oral, was given, save that if this would increase the estimated price by more than 10%, the Customer may cancel the Contract provided it does so before the Works are begun, any relevant materials are ordered or any relevant equipment is hired.

3-       Any estimate which may be given either verbally or in writing by The Company is subject to withdrawal by The Company at any time before receipt of an unqualified acceptance from the Customer and shall be deemed to be withdrawn unless so accepted within thirty (30) days from its date


4.1.1    Fixed half- or full day rates: Half- or full day fixed price rates are discounted and apply, if thus booked, regardless of whether the time taken for the job is less than the time booked, at the Company’s discretion.

4.2.2    Quote work: Fixed Price Quotes shall be presented as a firm cost payable by the Client. It is subject to change / variation in the following circumstances:

If the Client changes the scope or scale of works subsequent to the signing of the quote

If the price of materials is increased subsequent to the signing of the quote but before purchase

If it becomes clear before or during completion of works that hidden issues have come to light which could not have been anticipated at the time of signing eg problems inside a wall or under a floor

If there is a clear and manifest error in the quote in which case the law of quantum meruit applies

Parking / congestion charge costs will be added to the bill once the final payment falls due and do not constitute part of the fixed price quote.

4.2.3    All variations to fixed price quotes must be made in writing. Orally agreed changes are not enforceable by either party.


Below are our cancelation policy between our company and you as a customer

By using our service/s you agree to the following terms and conditions.

You can cancel the service you have booked at any time and the following charges will occur depending on when you cancel the booking.

The following terms will apply to all our services currently provided by our company which include Cleaning, Moving, Handyman services.

A: You can cancel your booking for free of charge if you allow 72 hours before the starting of the job.

B: You will be charged 30% of the total value of the job if you cancel the service within 48-24 hours before the starting of the job.

C: If you cancel the job within 24-10 hours before the starting of the job, you will be charged 50% the total value of the job.

D: If you cancel the job less than 10 hours before the starting of the job you will be charged the total value of the job.

Methods of cancelation:

You can cancel your booking via your online booking portal or by calling our office, emailing or through the live chat during our working hours.

  • We require 24-hour notice to reschedule a booking.
  • For amendments in less than 24 hours there is 30% fee payable
  • Parking, ULEZ , Congestion are not include in the quote.
  • We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well being of our operatives. If we are not made aware of this before arrival and we are unable to carry out the work as a result, the Customer will be charged a 50% of the total value.
  • The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.
  • The Customer can reschedule or cancel the appointment over the phone, using the online booking portal if the booking has been made online, on our live chat by speaking to one of our customer services or by emailing us.


6.1       Payment is due at the end of the visit or as soon as practicably possible thereafter. Payment must be made by cash or bank transfer.

6.2       For account / invoice / credit customers, the Invoice is due for payment within 7 days of the Company’s issue of the invoice.

6.3       Persistent failure to settle an account may result in legal proceedings to recover the monies due to the Company.

6.4       The Company shall not be required to issue or deliver any certificates, guarantees or other similar documents regarding the Works until payment has been made in full.

6.5       Where the Customer is represented by a third party (such as a managing agent, contractor or other representative), in the event of non-payment by the Customer, the third party will be responsible for payment unless The Company has agreed otherwise in writing.


7.1       If a Client judges work to have been carried out poorly or that the job as booked was left incomplete, they should contact the Company as soon as possible.

7.2       The Company will require evidence of any alleged shortcomings. If genuine, these shortcomings will be rectified by the Company free of charge.

7.3       If the Client chooses instead to rectify any issues through a third party regardless of whether they first notify the Company, the Company takes no responsibility either for the workmanship or the costs of the third party.

7.4       The Customer accepts that if he/she fails to notify the Company as aforesaid then the Company shall not be liable in respect of any defects in the works carried out.

Subject to misuse or negligence.

Repaired, modified or tampered with by anyone other than a Company operative.

The Company will accept no liability for, or guarantee suitability of materials supplied by the Customer & will accept no liability for any consequential damage or fault.

The company will not guarantee any work in respect of blockages in waste & drainage systems etc.

The company will not guarantee any work undertaken on instruction from the customer but against the written or verbal advice of our operative.

Work is guaranteed only in respect of work directly undertaken by the Company and payment in full has been made. Any non-related faults arising from recommended work which has not been undertaken by the Company will not be guaranteed.

The Company shall not be held liable or responsible for any damage or defect resulting from work not fully guaranteed or where recommended work has not been carried out.

Work will not carry a guarantee where the customer has been notified by our tradesman either verbally or in writing of any other related work which requires attention.

There is no guarantee on work carried out outside the initial scope of the job visit unless specifically agreed in writing. The Company particularly takes no responsibility for a pre-existing Client problem outside the job scope which our operative agrees to attend to on a “best efforts” basis, with or without success.


8.1     The Customer shall indemnify The Company against all actions, suits, claims, demands, losses, charges, costs and expenses which The Company may suffer or incur in connection with a claim by any third party resulting from a breach of the Customer’s obligations, undertakings, representations and warranties in connection with this Contract.


9        Limitation of Liability and Liability of The Company: liability shall be limited to:

9.1     the repair or making good of any defect pursuant to its undertaking in paragraph xx below and subject always to paragraph x above.

9.2     the reasonable costs of repair or reinstatement of any loss or damage to the Customers property if such loss or damage results from The Company’s negligence or that of its associates or sub- contractors and the Customer incurs such costs.

9.3     In no case shall we be liable for incidental, indirect, or consequential damages; or any loss of income, revenue, profits, contracts, data, goodwill or savings.

9.4     Where the date and/or time for works to be carried out is agreed by the Company with the Customer, then the Company shall use its best endeavours to ensure that the tradesperson shall attend on the date and at the time agreed. However, the Company accepts no liability in respect of the non attendance or late attendance on site of the tradesperson or for the late or non delivery of materials. Time shall not be of the essence of the Contract.


10.1     The Customer shall be liable for:

10.1.2  Any loss, damage or injury, whether direct or indirect or consequential, resulting from failure or delay in the performance of the Customer’s obligations under these terms

10.1.3  Providing all necessary power and a clean water supply for The Company’s use in the execution of the contracted works

10.1.4  The safety of both plant and machinery belonging to or hired in by The Company or its employees, agents, franchisees and sub-contractors and shall indemnify The Company against its loss, theft or damage

10.2     The Customer must let The Company know of any dangerous gases, liquids or other materials or of anything which the Customer believes may present a hazard or danger to any person who is due to carry out the Works before such work is started.


11.1     Unless agreed in writing between the parties, the Customer will be responsible for the removal from site of all waste materials resulting from the Works


12.1     The Company will not be liable for any fracture found in frozen pipes attended by The Company.

12.2     The Company will not guarantee to clear blockages occurring in a frozen pipe or drain


13.1     These terms & conditions may not be released, discharged, supplemented, interpreted, varied or modified in any manner except by an instrument in writing by a duly authorised representative of the Company & by the Customer. Further, these terms & conditions shall prevail over any terms & conditions used by the Customer or contained or set out or referred to in any documentation sent by the Customer to the Company; by entering into a contact with the Company the Customer agrees irrevocably to waive the application of any such terms & conditions.