1) SERVICE DELIVERY
i. Terms of the agreement.
ii. In this agreement, the Company engages with you, the Client, to perform the agreed task(s) exclusively under the terms set herein.
iii. Instructing work to begin within the 14-day cooling-off period does not, by itself, remove your right to cancel. If you want work to start during this period, we will ask you to expressly confirm this in writing (including by email or electronic signature) and to confirm you understand that once the work is complete, you lose the right to cancel it. If you cancel part-way through, you will only be charged for the work actually carried out up to that point, not the full package or job value.
iv. Any booking or payment made confirms your acceptance of our Terms and Conditions.
v. The work the Company or its personnel will perform in the allotted time is based on the conditions and size of the task requirement. The Company will attend and start work at the times agreed and on, or between, the dates agreed, at mutual convenience. The Client must communicate rearrangements or short-notice rescheduling as soon as these become known.
vi. The Company holds adequate Public and Employer's Liability insurance.
2) COST
i. Our services are charged by the hour, either on a Pay As You Go or Support Package basis. Where a visit falls on a Bank Holiday, the visit will be charged at time and a Half.
ii. Both payment options above are charged per hour per person.
iii. We will work on the agreed task in the service area specified, including any time spent toward completion of the task, which is also chargeable and included in the total hours charged/deducted — i.e., shopping trips, waste disposal trips, etc.
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## 3) PAY AS YOU GO
i. Payment is due on completion of each day's work for the total time each team member is on task, and payable by pre-booked payment such as bank transfer or card payment. There is a minimum booking time applicable for Pay As You Go Visits, details are available upon request.
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## 4) SUPPORT PACKAGES
i. Support Packages are valid for 12 weeks from the date of purchase. Unused hours expire at the end of this period. Where you have not requested work to start within the 14-day cooling-off period (see Section 7), you may cancel your Support Package within that period for a full refund of any amount paid. Outside the cooling-off period, or once you have requested and received work within it, Support Package payments are non-refundable other than as required by law or at the Companies discretion.
ii. Support Packages are payable in advance at point of booking, with additional packages payable a minimum of one week before existing package hours are used up. Any additional hours needed to complete the agreed task are chargeable at the package rate per hour per person, with the balance payable immediately upon completion of the task. The first hour of the first Support Package purchased is allocated to cover onboarding and set-up costs. There is a minimum booking time applicable for Support Package Visits, details are available upon request. All packages are non refundable, other than as required by law or at the Companies discretion.
iii. Packages can be used in one visit or across multiple visits as required, within 12 weeks of the date of purchase.
iv. The Company offers a choice of payment options which are Debit Card, bank transfer and standing order. The Company does not keep or store any of your payment details. Standing order payments are calculated according to the average hours used over a 4-week period, monitored and adjusted according to any variation in hours used. The Company must receive 4 weeks' notice from the Client for any change to the agreed payment amount.
5) CHARGES
i. Labour is charged per hour per person and may be subject to change — see Section 6(ix) for how price changes are handled. All charges are inclusive of VAT where applicable.
ii. Multiple team members may attend on booked visits but will work to a combined, booked and agreed time, which will not incur additional cost, unless otherwise agreed in advance.
iii. Any sourcing or collecting of materials and equipment, including travel time required, is chargeable, unless otherwise agreed in advance. Admin work carried out on the Client's behalf — such as booking Doctor's/hospital appointments, passport applications, benefit assessments, or other critical admin involving a third party — is chargeable to the nearest 15 minutes.
iv. Travel time for errands, appointments and social trips is included in the hourly charge.
v. Charges are calculated on actual time spent on each task and rounded to the nearest 15-minute interval for the total team's combined duration on the task.
vi. Rounding will not exceed 30 minutes in the Client's favour; the Company reserves the right to periodically correct for this where it occurs.
vii. Staff breaks and personal calls are deducted from the hours charged in 5-minute increments.
viii. Any costs or expenses beyond labour are charged additionally and are payable upfront or as required — including but not limited to shopping, car parking, social trips, appointments, materials, equipment, and waste disposal.
ix. Any delivery charges for goods or materials are included in the overall charges.
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## 6) INITIAL BOOKING
i. Package payments are payable in advance, by bank transfer or Debit Card prior to arrival at the first visit.
ii. Tasks needing more than 20 hours combined labour require a 10-hour Support Package payment as a booking deposit. This deposit is treated the same way as other Support Package payments for cooling-off purposes (see Sections 4 and 7): refundable if cancelled within 14 days and before any requested early work, non-refundable thereafter other than as required by law.
iii. Pay As You Go clients will be contacted with a mutually agreed start date; once our staff arrive, the Company and Client have entered into this agreement.
iv. Job bookings are secured/confirmed upon receipt of any agreed deposit, including materials costs.
v. Larger tasks or jobs spread over several days require a settlement payment on completion of each day's work.
vi. Before a Client or task is taken on, a free, no-obligation assessment visit will be carried out to discuss the support or work required and estimate the relevant cost, as the Company does not quote per job without this assessment.
vii. Clients must advise the Company of any allergies or intolerances to odours and chemicals in advance of their first visit.
viii. No job assessment is valid for more than 28 days unless otherwise agreed with the Company; only the Company office can confirm actual pricing or charges.
ix. Our hourly rates may change from time to time to reflect rising costs. We will give you at least 4 weeks' notice of any price change that affects an active Support Package or standing arrangement. If you don't want to continue at the new rate, you may cancel any future bookings without charge, provided you tell us before the new rate takes effect. Price changes will not apply retroactively to work already completed or already paid for.
x. All prices shown or quoted are inclusive of VAT where applicable.
## 7) COOLING OFF PERIOD
i. Under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel within 14 calendar days starting on the date you agree/sign the contract, during which time you may cancel without paying a penalty — known as the "cooling-off period."
ii. **This Section 7 governs cancellations made during your 14-day cooling-off period**, for as long as that period is running and you have not expressly requested work to start early (see Section 1(iii)). Once your cooling-off period has ended, or once you have expressly requested and received early work under Section 1(iii), cancellations are instead governed by Section 13.
iii. If you cancel within 14 days of instruction and before any work has commenced, we will reimburse all payments for labour received from you, including, where applicable, any deposit paid.
iv. An exemption applies if you have specifically and expressly requested urgent repairs or maintenance to start within the 14-day cooling-off period, in the manner described in Section 1(iii) above — but even then, you are only liable for work actually carried out, not the full value of the job or package.
v. This exemption does not apply to other goods or services provided at the same time by other suppliers, who retain their own separate cancellation rights.
vi. Where any other clause in this agreement describes a payment as non-refundable, that description does not override your rights under this Section 7 while it applies.
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## 8) STANDARD OF WORK PERFORMED
i. Work will be performed to a reasonable standard.
ii. The Company will send operatives matched by skill level to the task required and cannot guarantee specific staff per Client. Operatives may vary per visit depending on availability.
iii. All operatives have basic Health and Safety training and specific role parameters set through the Company's policies.
iv. Clients should not direct how operatives carry out a task, supply tools or keys, or provide method statements, without our office's prior agreement — this is separate from raising a safety or quality concern, which is always welcome and covered by Section 8(vi) below. Directing the manner of work in this way may affect any warranty on the completed task.
v. Clients should specify the job required and allow operatives to execute it to the best of their knowledge and ability. Only the Company retains the right to control its operatives' work methods.
vi. The Client must stop the execution of the job at the moment they realise something is wrong, and contact the Company office immediately to advise and agree how best to move forward — including any suspicion that the end product will be compromised or that Health and Safety may be breached. Raising a safety or quality concern under this clause is not "intervention" for the purposes of Section 8(iv) and will not affect your warranty.
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## 9) GUARANTEE FOR WORK
i. All work is guaranteed to the standards specified herein, valid for a relevant/reasonable amount of time from completion of the task. Clarification on the guarantee for a specific task can be obtained from the Company.
ii. Any activity undertaken by the Client that affects work carried out by the Company may void the guarantee relating to that work.
iii. Our guarantee for standard of work applies for 3 months from the date of task completion. This 3-month period is offered as an additional assurance and does not limit or replace your statutory rights under the Consumer Rights Act 2015, including your right to have a service performed again or to receive a price reduction if it was not carried out with reasonable care and skill, which may apply beyond this period.
iv. Any guarantee for work completed by the Company is covered up to the value paid for the job.
v. Tasks must be paid in full for the guarantee described in this Section to be activated; this does not affect your separate statutory rights under Section 9(iii).
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## 10) QUALITY OF MATERIALS AND SUPPLIER RECOMMENDATIONS
i. Goods, materials or equipment purchased on the Client's behalf, or purchased directly by the Client from any of the Company's ODS online shops, are covered by the manufacturer's or supplier's own guarantees. Any warranties are between the Client and the manufacturer and are not guaranteed by the Company. Issues with goods or materials are dealt with between the Client and manufacturer/supplier directly, unless the Company is instructed to handle this on the Client's behalf, which is chargeable at the Company's relevant hourly rate.
ii. Client-provided materials will not be used without the Company's prior agreement, as this can affect labour time and quality of work.
iii. Materials supplied will be of UK or EU quality standard, sourced from local or national traders, with input from the Client. No warranty on materials implies free labour to remove or exchange a faulty product, unless the fault was caused by the Company's operatives.
iv. The Company recommends materials, tools and equipment of UK/EU standard, bearing CE or BS-equivalent marks where possible. Such recommendations are limited to context and are never instructions or mandatory. Clients assume full responsibility for acting on recommendations.
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## 11) HEALTH AND SAFETY
i. The Client must notify the Company of any hazards, risks or dangers on the property or in its vicinity that could affect the Company or its personnel, at the point of booking.
ii. The Client must turn off and isolate any sources of energy presenting danger, risk or hazard, and confirm this has been done.
iii. The Client must ensure household members, visitors, family and pets keep a reasonable distance from work in progress and equipment, and that access/egress is kept clear.
iv. The Client must notify the Company of any hazards the work activity may introduce due to specific site conditions (e.g. electrical wires, holes, trenches, chemicals).
v. The Client agrees the Company may use all necessary equipment and staff as the job requires. Interruption of a job by the Client on the day, other than in an emergency, does not stop charges from being incurred for the full booked time.
vi. The Company must be allowed to inspect the location beforehand, including access and egress, to assess potential hazards.
vii. The Company will stop work and charge for time up to the full time booked if undisclosed hazards, risks or dangers appear.
viii. Any damage to equipment or property, or accidents caused where the Client has unreasonably withheld relevant information, is the Client's liability.
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## 12) COMPLAINTS, REPARATIONS AND ENGAGEMENT OF GUARANTEE
i. If you're unhappy with work carried out, please contact our office as soon as reasonably possible — within 24 hours of the visit by phone or email, as this helps us investigate while details are fresh. These timeframes are guidance to help resolve issues quickly, not a condition of your right to make a claim.
ii. Once we've received your complaint, we will aim to make contact within 2 working days and to offer an initial remedial response within 3 working days, unless we agree another timeframe with you.
iii. If you arrange for another supplier to carry out related work before we've had the chance to respond, this may affect our ability to investigate or remedy the issue, and we'll discuss this with you if it happens.
iv. Irrespective of the claim, reparations are limited to the value of the individual job unless a relevant insurance claim applies, and subject always to Section 22(i) below.
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## 13) CANCELLATIONS AND REFUNDS
i. **This Section 13 governs cancellations made outside your 14-day cooling-off period, or after you have expressly requested early work under Section 1(iii).** Cancellations made during a running cooling-off period, where no early work has been requested, are governed by Section 7 instead.
ii. Cancellations notified more than 24 hours before a booked visit are free of charge. (Our Standard Business Operating Hours are Monday - Friday 9am - 5pm)
iii. Cancellations notified within 24 hours of the visit will incur a full charge for the booked time. (Our Standard Business Operating Hours are Monday - Friday 9am - 5pm)
iv. Where a job requires materials and/or hired equipment (such as a van or tools), cancellation may also incur charges for the return of any materials already sourced and for cancellation of the equipment hire, in addition to any charge under (ii)–(iii) above.
v. Our standard office hours are Monday to Friday, 9am–5pm. Cancellations received outside these hours are treated as received at the start of the next working day, and charged accordingly under (ii)–(iv) above.
vi. Refunds due under Section 4, 6 or 7 will be processed within 14 days of your cancellation request being confirmed.
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## 14) THE COMPANY'S RIGHTS TO CANCEL
i. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer usually has the right to cancel a distance or off-premises contract without giving a reason, within the cooling-off period specified in the regulations.
ii. Some types of contract are excluded from this right; it also doesn't apply where you're selling to other businesses rather than as a consumer.
iii. These enhanced cancellation rights exist because consumers don't always have the chance to fully assess what they're buying beforehand.
iv. The cancellation period is extended if pre-contract cancellation-rights information required by the regulations isn't provided — see Section 6(x) and the Appendix for our company details, provided to meet this requirement.
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## 15) THE COMPANY ODS (ONLINE DEPARTMENT STORE)
i. Accessing any of our online shops through the Company ODS means you're agreeing to be bound by that independent shop's own Terms and Conditions (e.g. Shopify, Etsy, Oriflame, etc.) — available on the relevant website.
ii. Damages, issues, faults and returns of products are dealt with directly with the relevant individual shop.
iii. The Company ODS is simply a facility giving Clients access to a variety of independent online shops.
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## 16) CLIENT CRM — HEARTBEAT
i. The Company may operate its own Customer Relationship Management (CRM) system in the future and grant you a non-exclusive, non-transferable licence to use the software, subject to these terms and limited to the time agreed between us.
ii. Any Licence granted in the future, is for your internal Client-relevant purposes only.
iii. The Company has the right to grant this licence in the future, and is not transferring any ownership, copyright or other intellectual property rights in the software.
iv. You agree not to transfer this licence if granted in the future, to another Client, company or entity, unless agreed in writing by the Company.
v. Should you request modifications to any future software that we issue, for your specific needs, implementation may not be possible; where implemented, the Company may incorporate such changes into the core product, which may then be made available to other users.
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## 17) DATA PROTECTION AND CONFIDENTIALITY
The Company works in accordance with UK GDPR and the Data Protection Act 2018.
i. No data transmission over the internet is 100% secure, and information you transmit to us is at your own risk. Any information we receive is handled in accordance with our GDPR Policy, in a manner that protects your privacy.
ii. Your privacy and personal information are important to us; we safeguard them using reasonable care and reasonably available means.
iii. The Data Protection Act 2018 controls how your personal information is used by organisations, businesses, and government.
iv. The Data Protection Act 2018 is the UK's implementation of the General Data Protection Regulation.
v. We handle your data lawfully, fairly and transparently; for specified, explicit purposes; adequately, relevantly and only to the extent necessary; keeping it accurate and up to date; retaining it no longer than necessary; and with appropriate security.
vi. You have the right to access, correct, or request erasure of your personal data, and to complain to the Information Commissioner's Office (ICO) if you believe your data has been mishandled. Please see our Privacy Policy by clicking on the link at the bottom of our website www.thelocallywedogroup.com
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## 18) MARKETING AND MEDIA
i. We may ask for your separate, specific consent to use photographs, video, or testimonials from your job for marketing purposes, such as our website or social media. This is always optional, is never a condition of booking our services, and you can withdraw consent at any time by contacting our office. Where you've agreed, we'll confirm with you in advance whether your identity will be shown or kept anonymous.
ii. The Company will only use photographs and video footage of Clients with their prior, specific consent as described above.
iii. In standard practice, the Company may take before, in-process and after photographs or videos while on site, but these are only used for marketing purposes where consent under (i) has been given.
iv. The Company reserves the right to use an external source to carry out photography/videography, with the Client's prior consent.
v. The Company reserves the right, at its discretion, to terminate or limit access to all or part of its sites or content, with or without notice.
vi. We may contact you by email, telephone, post or other reasonable means to confirm your identity, clarify your order, discuss payment terms, verify your delivery address, or for other purposes related to your order.
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## 19) HYPERLINKS
i. Our site may link to other websites or resources. We are not responsible for such other sites, including their availability, content, services offered, advertising, or products, and are not liable for any loss or damage arising from your use of or reliance on them.
ii. We're not liable for the accuracy, legality, decency, copyright status, or compliance of materials on other sites. Inclusion of a link does not imply endorsement.
iii. You agree not to create direct or indirect links to our site without our prior written consent.
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## 20) CONSUMER RIGHTS ACT
i. The Company works in accordance with the Consumer Rights Act 2015.
ii. The Act covers, among other things: what should happen when goods are faulty; unfair contract terms; anti-competitive business conduct; and enforcement powers for bodies like Trading Standards.
iii. The Act also covers digital content (e.g. films, games, e-books) that is faulty, giving consumers a clear right to repair or replacement, and how services should match what was agreed — including a right to some money back if it's not practical to bring the service into line with what was agreed.
iv. Full details of the Consumer Rights Act 2015 are available at legislation.gov.uk.
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## 21) ELECTRONIC SIGNATURE REGULATIONS
i. The Company makes use of electronic documents requiring your electronic signature, which is legally binding.
ii. By instructing our services, you agree to provide your electronic signature as and when required.
iii. You agree to read any relevant document when required and complete it accurately and fully.
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## 22) DISCLAIMER / LIMITATION OF LIABILITY
i. Nothing in this agreement excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited. Nothing in this agreement affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable law.
ii. Subject to (i) above: although we use reasonable efforts to keep our website, ODS, social media platforms and future CRM systems accurate and up to date, we don't guarantee their accuracy, quality, suitability, timeliness, accessibility, availability, completeness or reliability.
iii. Subject to (i) above: we don't guarantee our website, ODS, social media platforms or future CRM systems will be available at any particular time, nor that defects will be corrected or that content is free of viruses. These are provided on an "as is, as available" basis.
iv. Subject to (i) above: the Company, its affiliates, employees, distributors, directors and agents are not liable for errors, omissions, or loss or damage relating to these sites or their content, whether the claim is based in contract, tort, negligence or otherwise.
v. No guarantee not specifically stated in this agreement will be treated as valid. Where a jurisdiction doesn't permit certain exclusions or limitations of liability, our maximum liability in that jurisdiction is limited to the minimum extent permitted by law.
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## 23) COPYRIGHTS, TRADEMARKS AND PROPRIETARY RIGHTS
i. All patents, trademarks, copyright, logos, trade names, drawings, designs, materials, programming, databases, resources and other intellectual property referred to in these pages are the sole property of the Company.
ii. No part of this information may be duplicated, copied, reproduced, distributed, used to create derivative works, amended or otherwise used without the Company's prior written consent. None of the Company's names, patents or trademarks may be used without prior written consent, or in any way that may cause confusion.
iii. No licence, permission, right or interest is granted to anyone using these sites, nor does purchasing any product or service imply such rights.
iv. This notice applies to any page linked with the Company's website, regardless of whether marked with a copyright, trademark, or registered trademark notice.
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## 24) HOW WE USE COOKIES
i. A cookie is a small file placed on your device with your permission, helping us understand web traffic and recognise repeat visits. We use traffic-log cookies to see which pages are used, for statistical analysis, after which the data is removed from our systems.
ii. Where cookies are not strictly necessary for the website to function (for example, analytics or marketing cookies), we will ask for your consent before they are set, via a cookie banner or similar mechanism. You can change your preferences at any time through your browser settings or our cookie preference tool, and declining non-essential cookies will not prevent you from using the core functions of the site.
iii. To use our electronic documents and signatures (Section 21), your browser must be configured to accept strictly necessary cookies.
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## 25) GENERAL PROVISIONS
i. **Governing law and jurisdiction.** This agreement is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from it.
ii. **Severability.** If any provision of this agreement is found unenforceable or invalid, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will continue in full force.
iii. **Entire agreement.** This agreement, together with any signed job assessment or booking confirmation, represents the entire agreement between the Client and the Company regarding the services described, superseding any prior discussions or representations.
iv. **Force majeure.** The Company is not liable for delay or failure to perform due to circumstances beyond its reasonable control, including but not limited to severe weather, illness, or other events preventing safe attendance. We will notify you as soon as reasonably possible and rearrange the visit at no extra charge.
v. **Capacity.** By booking our services, you confirm you are at least 18 years old and authorised to enter into this agreement.
vi. **Alternative Dispute Resolution.** If we're unable to resolve a complaint directly, you may refer the matter to a relevant Ombudsman scheme or Trading Standards-approved ADR provider]**, in line with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015.
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## APPENDIX
- Registered/trading name: The Locally We Do... Group
- Company registration number:17147301
- Registered/business address: Days Space Business Centre, Litchurch Lane Derby, DE24 8AA
- Contact email:enquiries@thelocallywedogroup.com
- Contact phone number: 0333 355 4899
* At THE LOCALLY WE DO... GROUP’s discretion
**
Unless prior agreement with THE LOCALLY WE DO...
GROUP
***
Cancellation charges may apply
