Terms & Conditions

Below are the terms and conditions between our company and you as a customer

CLEANING SERVICES TERMS AND CONDITIONS

This page tells you the terms of use on which you may make use of our website Hello Services and all its branded site. i.e hellocleaners.co.uk, hellomovers.co.uk, hellovans.com. hellohandy.co.uk, (our sites). The Terms of Service form a legal contract between the individual using the Service (“you,” “the Customer,”) and Hello Services Ltd (“Company,” “we,” “us,”, “Cleaning Company,” or “our”).

By using our website or booking a service (via phone, email, or online), you agree to these Terms and Conditions. If you do not agree, please refrain from using our services.

These Terms and Conditions have been written to comply with the Consumer Rights Act 2015. Nothing in these Terms and Conditions shall affect your statutory rights.

1. GENERAL TERMS

1.1 Use of Website

Use of our website is subject to these terms.
You may not misuse our website or use it for fraudulent purposes.

1.2 Service Coverage

Our services are available across most of the UK.
Availability may vary by location.

1.3 Booking and Quotations

Bookings can be made via phone, email, live chat, or online.
All quotations are based on standard completion times.
Final pricing may be adjusted if the scope of work changes.

1.4 Force Majeure

We are not liable for any failure or delay in performance due to events outside our reasonable control. This includes, but is not limited to, extreme weather, natural disasters, road closures, strikes, illness, pandemics, or accidents.
In such cases, the service may be postponed or rescheduled at the earliest convenient time without liability.

1.5 Customer Conduct and Safety

We reserve the right to cancel or terminate a booking immediately if any operative feels unsafe or is subjected to harassment, aggressive behavior, or inappropriate conduct by the customer or any person on-site.
In such instances, the service will be deemed forfeited and no refunds will be issued. The customer may also be restricted from making future bookings.

1.6 Pets Policy

Customers must ensure all pets are secured during the service to avoid interference or accidents.
The Company is not liable for any incidents, damages, or additional cleaning required due to pet behavior during or after the service.

1.7 Access and Lockout Policy

It is the customer’s responsibility to provide access to the property at the scheduled time.
If our team is unable to access the property within 30 minutes of the scheduled arrival time, the job may be cancelled and a fee of up to 50% of the booking value may apply.
Waiting time beyond the agreed arrival time may be charged at a rate of £15 per 15-minute interval.

1.8 Data Protection

We are committed to protecting your personal data in accordance with the General Data Protection Regulation (GDPR) and relevant UK data protection laws.
Any personal data collected during bookings or communications is used solely for service delivery, administration, and customer support.
We do not share customer information with third parties unless legally required or with your explicit consent.
You have the right to request access to, correction of, or deletion of your data at any time.

2. PRICING AND PAYMENTS

2.1 Pricing

Prices are based on average property sizes and conditions.
Additional charges may apply for extended services or larger-than-average properties.

2.2 Additional Charges

Parking, congestion charges, and tolls are the responsibility of the customer.
Delicate item handling or specialist equipment may incur extra fees.

2.3 Payment Terms

Full payment is due upon arrival of team to the property, prior to the start of the service, unless otherwise agreed.
We reserve the right to cancel bookings if payment is not received or confirmed in advance.

3. SERVICE TERMS

3.1 Service Performance

We strive to deliver services as scheduled, though arrival times are approximate.
Service delays due to external factors do not warrant refunds.

3.2 Customer Responsibilities

Customers must provide access, electricity, and hot water.
All personal belongings must be removed from the property before service for end of tenancy cleaning services, one off deep cleaning is excluded. The customer however agrees to empty cupboards and drawers prior to the service for these items to be cleaned internally.
Properties must be free of occupants during end of tenancy cleaning.

3.3 Service Limitations

We do not guarantee stain removal, mould treatment, or restoration of pre-existing damage.
Services such as cleaning appliances, wall washing, and deep mould removal must be booked separately.

3.4 Carpet and Upholstery Cleaning

The Company shall not be liable for the shrinkage of carpets due to poor fitting.
The Company is not liable for wear or discoloration of fabric that becomes more visible after dirt is removed.
Carpet cleaning booked alongside end of tenancy cleaning is not covered under the 7-day re-clean guarantee.
We are not responsible for damage caused by placing furniture on damp carpets.
The Company cannot guarantee removal of pre-existing stains or discoloration.
Customers must notify us at booking if carpets are of natural pile (e.g. wool or hessian).
Customers are responsible for removing all furniture, goods, and breakables prior to cleaning. We are not liable for damage unless due to our negligence or lack of reasonable care.
Unless agreed beforehand, stationary items (e.g. TVs, bookcases) will not be moved, and cleaning beneath or behind them will not be performed. The same applies to closets and cupboards.
We aim to identify and treat all visible stains, but full removal is not guaranteed due to the nature of some substances (e.g. tannin, rust, DIY spotting agents).
We cannot accept liability for colour run or dye migration due to manufacturer defects or non-colourfast materials.
Carpets and upholstery are cleaned using powerful equipment. However, complete drying or odor elimination is not guaranteed. Adequate ventilation and heating for at least 24 hours post-cleaning are recommended, especially in colder or damp conditions.

3.5 Photos for Quality Assurance

Our operatives may take time-stamped photos of work areas before and after service for quality assurance and dispute resolution purposes.
These photos are stored securely and used only for internal review or where necessary to resolve a customer query or complaint.

4. CANCELLATIONS AND REFUNDS

4.1 Cancellation Policy

Cancellations made more than 24 hours in advance incur no charges.
Cancellations within 24 hours of the scheduled time will incur a fee equal to 30% of the booking total.

4.2 Rescheduling

Bookings can be rescheduled free of charge if requested at least 24 hours in advance.

4.3 Refunds

The customer agrees that the first remedy for any complaint is a free re-clean, which must be accepted if offered.
- If the customer refuses a re-clean for any reason, they agree to waive the right to any full or partial refund and instead become eligible for a maximum refund of 10% of the total booking value.
A full refund will only be granted under the following circumstances:
- The service was cancelled by Hello Services.
- The cleaning team failed to attend.
- The team attended but did not complete at least 75% of the agreed service (as listed on the invoice), supported by clear visual evidence.
- In all other cases, full refunds will not be offered.
A partial refund will only be considered after a re-clean has been arranged and completed, and the customer remains dissatisfied with specific areas. The customer must provide visual evidence clearly demonstrating unresolved issues within the service scope. Any partial refund issued will be proportionate to the value of the missed areas as itemised on the original invoice.
Re-cleans and refunds are subject to the following conditions:
- The complaint is raised in writing within 7 days of the original service.
- The property has not been re-occupied, altered, or cleaned by another provider prior to re-clean.
- The original booking has been paid in full and the service terms were adhered to by the customer (e.g. access provided, no disruption, utilities available).
The company reserves the right to investigate all claims and will make a decision based on visual evidence, service logs, and technician feedback.
Refunds, if approved, will be calculated based on the portion of work not completed to standard, not on the total booking value, unless stated otherwise above.

4.4 Chargebacks and Legal Action

Initiating a chargeback or payment dispute without giving Hello Services the opportunity to resolve the matter through our standard complaint process (as outlined in these Terms) will be treated as a serious breach of contract.
In such cases, the complaint will be automatically closed, and any goodwill offers, re-cleans, or refunds will be withdrawn.
Hello Services will vigorously contest all chargebacks and will submit full evidence including signed job records, time-stamped photos, and customer communications to the relevant financial institution.
Where a chargeback results in an unfair loss of revenue to the company, we reserve the right to pursue full recovery of the funds, including administrative fees, legal costs, and interest, through the County Court or other appropriate legal avenues.
Customers who initiate a chargeback without valid cause or who refuse to follow our complaints procedure may also be permanently banned from using our services.

5. DAMAGE AND LIABILITY

5.1 Insurance

We hold public liability insurance up to £1,000,000.

5.2 Damage Claims

Damage must be reported within 48 hours of service.
Claims made after this period may be denied.
For valid claims, we may offer repair or compensation based on the item’s current value.

5.3 Exclusions

We are not liable for damages caused by faulty equipment or materials supplied by the customer.
We are not responsible for pre-existing damage, sentimental or irreplaceable items.

6. GUARANTEE AND COMPLAINTS

6.1 Satisfaction Guarantee

We offer a 7-day satisfaction guarantee on our cleaning end of tenancy cleaning services, and 3-days on our one-off deep cleaning and after builders cleaning services.
Re-cleans are available once per booking, upon inspection and approval.

6.2 Complaint Procedure

All complaints must be submitted in writing within 7 days of the service date.
Complaints must include photographic evidence and a clear written description of the issue.
We do not handle complaints via phone or live chat.
Once received, complaints will be reviewed by our customer service team, and a response will be issued within a reasonable timeframe.

7. FINAL NOTES

Terms are subject to change without notice.
The latest version will always be available at hellocleaners.co.uk/terms-and-conditions
Continued use of our services constitutes acceptance of any changes made.

For questions regarding these Terms and Conditions, please contact us via the details on our website.

MOVING SERVICES TERMS AND CONDITIONS.

Customers Use of Hellovans.com. hellomovers.co.uk and this website helloservices.co.uk Websites

By using any of the websites above you agree to the following terms and conditions.

1.1. HelloVans.com provides a platform that offers its customers the customers a free quotation for a man and van/removal service providers all over the United Kingdom.
1.2. Customers accessing this site must be of adult age (18 years and above).
1.3. As a customer upon booking our services you agree to the terms and conditions below
1.4. if you decide to book make booking through our website, you are required to comply with safety features.
1.5. Although the website is made accessible for the purpose therefore structured, we are not liable to give notice or reason of closure or suspension.
1.6. The terms and conditions are bound to change or amend without notice.
1.7. This website is for use of only stated services. Any illegal dealings, abuse or fraudulence will be dealt with legally.
1.8. This website and its contents are copyright property of www.hellovans.com and are not to be duplicated.
1.9. Hellovans.com contains links to other websites to third parties provided for reference purposes. By using third party website services is outside our jurisdictions hence we are not liable to any misappropriations that may occur from their use.
1.10. Our terms and conditions are legally binding hence we will not hesitate to take legal action if the terms are breached.
1.11. Hello vans will not be liable for any personal injury or in extreme cases death occurred during or after the process of using the service caused by negligence or accident.
1.12. We will not be responsible for Misrepresentation and fraud experienced during the use of this site.

Moving day

2.1. Customer is responsible for choosing suitable van for their moving needs. Hello vans can also help determine the right van upon request and in reference to your stated content quantity and content type.
2.2. Packing of items is the customers responsibility otherwise the customer can request booking service on the website
2.3. Customer is required to make parking arrangements to facilitate convenient loading and offloading of goods. Customer is therefore responsible for any parking fees and fines incurred during the service provision
2.4. Home appliances e.g. Washing machines, dishwashers, fridge-freezer and cooker are customers responsibility to sort out Plumbing and installation.
2.5. Furniture dismantling and assembly is customers responsibility. If you require extra service in that regard, please visit our site.
2.6. Hello Vans operate on zero tolerance policy of abuse towards our drivers. If this is experienced the driver holds every right to terminate the job with immediate effect.
2.7. Ferry costs are not included in the quote hence the customer is responsible for ferry booking and cost.
2.8. Carrying goods up the stairs are subject to extra cost. Please refer to our website. Stir charges do not apply if there is a lift.
2.9. Travelling in the van: This is not allowed but in some circumstances the customer can request the driver. This however does not warrant the customer to alter abuses on drivers driving skills or comfortability of the passenger seats in the van. This service is not charged but as a form of courtesy. The driver is not required to provide a child sit so for instance of child seat requirements customers provide their own child car seat.
2.10. Loading goods in the van: if the customer decides to load the goods in the van, Hello vans is not responsible for any damage, loss or breakage during load, offloading or transit.
2.11. Access to new property: Accessing the new property is the customer’s responsibility we are not committed to create new access i.e. by breaking window or door this is the customers responsibility customer is supposed to view Accessibility in adverse before they move in dates and make necessary arrangements for Accessibility.
2.12. Recycling centre: It is not the responsibility of our drivers to dispose of your unwanted items or garden waste to the recycling centre. If you wish for our driver to carry out this service, please make necessary arrangements in advance i.e. by checking out the fees in card by Vance and in the case of garden waste make sure it’s properly packaged you also need to make sure that day recycling centre is open for the vans Accessibility on the intended day. This service this service is only available upon request upon request and at an extra cost.
2.13. Change of booking time: We do not guarantee flexibility with change of booking time. If you need to change a booking time, please contact the driver directly. The driver’s details or contact details are to be found on the driver’s profile.
2.14. Service completion: It is advisable for both the customer and the driver to inspect the van after completion of moving to make sure that this nothing left no customers item is left in the one before they driver leaves the destination. This this will prevent any loss of customers item or false claim from the customer in an unfortunate circumstance.
2.15. Delays: If delays are caused by the customer e.g. due to lack of keys to the new property or unfinished parking etc. the customer will incur extra charges as part the driver’s assessment.

Copyright (content)

3.1. Hello Vans has exclusive copyright of each content in the website except the third-party links. Our website contents are therefore not to be used for any commercial purposes. Copyright laws are applicable such rights are reserved
3.2. Hello Vans is licenced as our trademark hence you shall not acquire or use it.

Service fees

4.1. Payment is subject to completion of the service. This is applicable if the customer is paying cash on the day otherwise if the customer opts to pay by card or through bank transfer you are required to make payment in full before the service is provided.
4.2. extra fees are charged for every extra 30min from the original quoted.
4.3. Cash payments must be paid in full to the driver upon completion of the service
4.4. VAT is not applicable at this moment.

Cancellations

5.1. Please refer to our cancellation policy in our website by clicking here
5.2. For Complaints procedure Please refer to our website for complaints procedure by contacting our office.

Dispute

6.1. Customers are advised to raise dispute in form of writing. This is to be done directly to Hello Vans. Customers should note that our model of business structure does not warrant any claims of any nature known or unknown. We are a platform connecting you the customer to a potential moving driver.

Booking

7.1. in the instance of Promotion or discounted price, the demand is likely to increase hence the search facility could get backlogged. In such instances if the customer confirms moving time as flexible then they will be assigned to a different driver with the same price to avoid booking cancellation or pending.
7.2. if at all Hello Vans cannot recover your booking or transfer the booking, Hello Vans will fully refund any monies paid without delay.
7.3. If the driver is delayed to the collection address, Standard policy on delay will not apply as this does not apply on discounted quotation.

Non-Payment

8.1. Hello Vans, is not a free service. If the customer refuses to pay the driver, legal action will be taken, and the customer will be barred from use of our website indefinitely.
8.2. Failure to make payment will want Hello Vans to register your details with blacklist credit agencies. This will in turn have a negative effect to your credit rating.
8.3. The driver has the right to hold your goods for unpaid service. This will incur interest, storage cost and legal cost on top of the monies owed
8.4. We reserve the right to disclose any information to law enforcement authorities as we deem appropriate.
8.5. We do not store credit/debit card details as standard; however, we reserve the right to recharge a debit/credit card in the event of non-payment.

Feedback

9.1. We highly recommend you leave a feedback for each service completed. you also have an option to rate the service provider. Reviews are limited to one review per service completed
9.2. Feedbacks are meant to act as review to their service provider. Threatening the service provider that you will give a negative feedback is against our terms and will be dealt with accordingly.
9.3. All feedbacks are welcome positive and negative but in instances where the negative feedbacks are suspected to be form of malice who was the service provider, or the company investigation will be conducted, and action will be taken accordingly.

If the customer is not satisfied with the service provided kindly follow our conflict resolution procedure before leaving a negative feedback this allows mutual understanding and correcting the wrongdoing.

www.hellovans.com is a site operated and owned by Hello Services Limited. We are a limited company registered in England and Wales under company number. 12004893. The Terms and conditions of this site are legally binding to the Customers using this website www.hellovans.com.

Insurance:

10.1. Hellovans.com is not responsible for any claim made against the service provider and claims should be dealt between the two parties, the customer and the service provider. We will do our best to and coordinate between the two parties if such unlikely incident happens. We are a comparison website and we do not operate the moving or provide the man with a van service so we suggest all customers do check the insurance with the service provider is needed.

Handyman Services terms & conditions

Who we are

Suggested text: Our website address is: https://www.hellohandy.co.uk.

COMPLAINTS
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, and in any case within 12 months of the work, to register their dissatisfaction.
The Company will require evidence of any alleged shortcomings. If genuine, these shortcomings will be rectified by the Company free of charge.
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.
In the event of above the bill for the Company’s work remains payable in full on the basis that the Company’s offer to rectify any genuine shortcomings for free still stands.
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.

CANCELLATION.
Any cancellation of work less than 48 hours in advance (excluding weekends and Bank Holidays) will be subject to a cancellation charge of 25% of the total value of the job.

Cancellation on the day the work is scheduled to be carried out is subject to the minimum charge for the service booked (first 30 minutes for Handyman and first hour for specialist services) at the Company’s discretion.

Cancellation of work once the tradesman has arrived on site, assuming all reasonable efforts have not been made to alert the Company in advance, or if the tradesperson is unable, through no fault of their own, to gain access to the Customer’s premises to carry out the Works, will incur the full cost of the booked appointment, at the discretion of the Company.

All cancellation penalties will also include the cost of any materials purchased for the purpose of the proposed work if that work is not subsequently rescheduled and the materials used therein.
These cancellation conditions shall apply irrespective of the Works having been booked by the Customer or by someone acting on the Customers behalf e.g. tenant.

DIAGNOSTIC / FAULT-FINDING WORK
By definition, it is impossible to predict correctly how long it will take to find and solve an unknown problem. The Company will advise an initial visit to start investigating the problem. If the problem is not found in this initial visit, the tradesman will outline what investigation has taken place and what the next steps will be. This initial visit is fully chargeable on the basis that work and expertise have been brought to bear on the issue and that progress has been made towards the solution through the ruling out of certain possibilities. The Company may then advise a further booking to continue the investigation.

GENERAL
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.
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.
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.

PAYMENT
Payment is due at the end of the visit or as soon as practicably possible thereafter. Payment must be made by card or BACS –
For account/invoice/credit customers, the Invoice is due for payment within 30 days of the Company’s issue of the invoice.
Persistent failure to settle an account may result in legal proceedings to recover the monies due to the Company.
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.
Where the Customer is represented by a third party (such as a managing agent, contractor, or another 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.

Carpet fitting services