These Terms and Conditions govern your use of Hello Services Ltd and all branded platforms including Hello Cleaners, Hello Movers, Hello Vans, and Hello Handy (“we”, “us”, “our”). By using our websites or booking any service you agree to these Terms. If you do not agree, you must discontinue use immediately.
These Terms comply with the Consumer Rights Act 2015. Nothing in these Terms affects your statutory rights.
1. General Terms
1.1 Use of Website
You agree to use our websites for lawful purposes only. You must not misuse the site, engage in fraudulent activity, or attempt to disrupt the platform in any way.
Our services cover most of the UK, although availability may vary by location. We may refuse service for areas outside operational range or where logistics make delivery impractical.
1.3 Booking & Quotations
Bookings may be made online, via phone, email, or live chat. Quotations are based on average completion times and standard property conditions. Final pricing may change if the scope of work is different than described at booking.
1.4 Force Majeure
We are not liable for delays or failures caused by events beyond our reasonable control including but not limited to: severe weather, illness, strikes, road closures, vehicle breakdowns, pandemics, and emergencies. Services may be rescheduled without liability.
1.5 Customer Conduct & Safety
If any operative is subjected to harassment, threats, aggression, or unsafe conditions, we may terminate the booking immediately. No refunds will be issued, and the customer may be restricted from future bookings.
1.6 Pets Policy
Customers are responsible for securing pets during the service. We are not liable for incidents, damage, or additional cleaning resulting from pet behaviour.
1.7 Access & Lockout Policy
The customer must provide access at the agreed time. If we cannot access the property within 30 minutes, the job may be cancelled, and up to 50 percent of the booking value may be charged. Waiting time may incur a £15 per 15-minute fee.
1.8 Data Protection
We comply with GDPR and UK data protection laws. Personal data is used only for service delivery, administration and support. We do not share data with third parties without consent except where legally required. You may request access, deletion or correction of your data at any time.
Prices are based on average property size and standard working conditions. Additional charges may apply for larger spaces, poor conditions, or specialist tasks.
2.2 Additional Charges
- Parking fees, congestion charges, and tolls are payable by the customer.
- Specialist equipment, delicate item handling, or hazardous conditions may incur extra charges.
2.3 Payment Terms
Full payment is required upon team arrival unless otherwise agreed. We reserve the right to cancel any booking not paid in advance where required.
3. Service Terms
3.1 Service Performance
Arrival times are approximate due to traffic, job duration variance, and external conditions. Delays do not warrant refunds.
3.2 Customer Responsibilities
- Provide access, electricity, and hot water.
- For end of tenancy cleaning: the property must be empty and free of occupants.
- For one-off deep cleaning: cupboards and drawers must be emptied if internal cleaning is required.
3.3 Service Limitations
We do not guarantee removal of stains, mould, or pre-existing damage. Wall washing, heavy mould treatment, and appliance internal cleaning must be booked separately.
3.4 Carpet & Upholstery Cleaning
- No liability for shrinkage due to poor carpet fitting.
- No guarantee of stain removal or colour restoration.
- Furniture must be removed before cleaning.
- No responsibility for damage caused by placing furniture on damp carpets.
- Natural fibre carpets must be declared at booking.
- Carpet cleaning booked with tenancy cleaning is not covered under the 7-day re-clean guarantee.
- Drying times vary; proper ventilation for 24 hours is recommended.
3.5 Photos for Quality Assurance
Technicians may take before/after photos for quality control and dispute resolution. Images are stored securely and used only for service-related purposes.
4. Cancellations & Refunds
4.1 Cancellation Policy
- Free cancellation if requested more than 24 hours before the appointment.
- Cancellations within 24 hours incur a 30 percent fee.
4.2 Rescheduling
Free rescheduling if requested 24 hours in advance.
4.3 Refunds
- The first remedy is always a re-clean.
- Refusing a re-clean limits compensation to a maximum of 10 percent.
- Full refunds only permitted if the team fails to attend or completes less than 75 percent of the agreed work.
- Partial refunds require photographic evidence and apply only after a re-clean is attempted.
- Complaints must be raised within 7 days.
4.4 Chargebacks
Initiating a chargeback before allowing Hello Services to resolve the issue is a breach of contract. We will contest all chargebacks with full evidence and may pursue legal recovery including fees, interest, and court costs.
5. Damage & Liability
5.1 Insurance
Hello Services Ltd holds public liability insurance up to £1,000,000.
5.2 Damage Claims
Damage must be reported within 48 hours. Valid claims may be resolved via repair or compensation at current value.
5.3 Exclusions
- Pre-existing damage or deterioration.
- Sentimental or irreplaceable items.
- Damage due to faulty customer-supplied equipment.
- End of tenancy cleaning: 7-day guarantee.
- Deep cleaning / After builders cleaning: 3-day guarantee.
- One re-clean permitted per booking.
6.2 Complaints Procedure
Complaints must be submitted in writing within 7 days and include photos. Phone complaints are not accepted. We will respond within a reasonable time.
Moving Services Terms & Conditions
1. Use of Hello Movers & Hello Vans Platforms
By using Hello Movers, Hello Vans or any booking platform provided by Hello Services Ltd, you agree to these Terms.
- Users must be over 18 years old.
- We may amend, suspend or withdraw the website without notice.
- Illegal use, fraud, or abuse of the platform is prohibited.
- Content and branding are protected by copyright and must not be duplicated.
- We are not responsible for third-party websites linked from our site.
2. Moving Day Responsibilities
- Customers are responsible for choosing an appropriately sized vehicle.
- Packing must be done by the customer unless a packing service is booked.
- Parking arrangements and fees are the customer’s responsibility.
- We do not disconnect plumbing or electrics.
- Furniture dismantling is the customer’s responsibility unless booked.
- Abuse towards drivers will result in job termination.
- Ferry fees are not included unless stated.
- Stair charges apply where lifts are unavailable.
- If the customer loads the van themselves, liability for damage is waived.
- Drivers cannot create access by force (e.g., breaking doors/windows).
- Recycling centre drop-offs must be pre-approved and pre-arranged.
- Delays caused by the customer may incur additional charges.
3. Copyright & Content
All website content is owned by Hello Services Ltd. Use for commercial purposes is prohibited.
4. Payment Terms
- Payment is due upon completion for cash bookings.
- Card or bank transfer payments must be made in advance.
- Extra time beyond quote is chargeable per 30 minutes.
- VAT may be added if applicable in future.
5. Cancellations
Refer to the Hello Services cancellation policy. Complaints must be addressed via our official complaints procedure.
6. Disputes
Disputes must be raised in writing. Hello Movers / Hello Vans acts as an intermediary platform and is not responsible for claims between customers and independent service providers.
7. Booking Issues
- If demand is high, bookings may be transferred to another provider.
- If we cannot fulfil the booking, a full refund will be issued.
8. Non-Payment
- Non-payment may result in legal action and permanent banning.
- Details may be shared with credit agencies.
- Drivers may hold goods until payment is made.
- We reserve the right to charge stored card details in cases of non-payment.
9. Feedback
Feedback should reflect genuine experience. Malicious, threatening or manipulative reviews violate our Terms and may result in restrictions.
Handyman Services Terms & Conditions
Complaints
Complaints must be submitted within 12 months of service. The Company must be given the opportunity to correct issues. Work repaired by third parties without our knowledge voids any claim against us.
Cancellations
- Cancellations within 48 hours (excluding weekends/bank holidays) incur a 25 percent fee.
- Cancellations on the day incur the minimum charge.
- If access cannot be gained, the full appointment fee may apply.
Diagnostic/Fault-Finding Work
Initial investigation is chargeable, even if the problem is not resolved in the first visit. Additional visits may be required.
General
- We may decline work at our discretion.
- Work may be undertaken by any authorised operative.
- Invalid provisions do not affect the rest of the Terms.
- English law applies.
Payment
- Payment is due upon completion or as soon as reasonably possible.
- Invoices must be paid within 30 days.
- No guarantees or certificates will be released until full payment is made.
- Where a third party books on behalf of a customer, both parties may be held responsible for payment.
These Terms may be updated without notice. Continued use of our services constitutes acceptance of any changes.