Booking an appointment constitutes acceptance of these Terms and Conditions. Please read them carefully.

Bookings

A booking is deemed confirmed once acknowledged in writing by HOMECLEAR (e.g. via email or SMS). Once confirmed and added to the calendar, that time slot is reserved exclusively for the client.

HomeClear services are subject to a 3-hour minimum booking. If fewer than 3 hours are requested, the minimum charge of 3 hours at the applicable hourly rate will still apply. The applicable hourly rate will be confirmed at the time of booking and may vary depending on the service type and location.

Note: This does not apply to Independent Waste Removal services. Independent Waste Removal services are quoted as fixed-price jobs and the minimum hourly rate does not apply.

If the agreed tasks are completed in less time than booked, HOMECLEAR may finish early. Clients will still be charged for the minimum or agreed appointment duration unless otherwise arranged in advance.

For bookings longer than 4 hours, HOMECLEAR staff are entitled to rest breaks as required by working time regulations. Breaks form part of the booked time and will not extend the session unless otherwise agreed.

Clients may request to amend a booking up to 48 hours before the scheduled start time. Changes requested within 48 hours may be treated as a cancellation and may be subject to cancellation charges.

The client is responsible for ensuring timely and safe access to the property at the agreed appointment time. If access is not possible due to lack of communication or client action, the visit may be treated as a No-Show and charged in full.

HOMECLEAR schedules appointments based on the original service scope and timing agreed at booking. If the client’s circumstances change (e.g., deadlines brought forward, unexpected time restrictions, or rescheduling requests), HomeClear will make reasonable efforts to accommodate these changes but cannot guarantee availability to meet revised timeframes.

In such cases, additional charges may apply for expedited services, rescheduling, or working outside normal hours — and the scope of service may be adjusted accordingly.

If delays occur due to circumstances within the client’s control (e.g., waiting for access, unprepared areas, or interruptions), additional time may be charged at the standard hourly rate.

HOMECLEAR reserves the right to refuse or cancel a booking at any time, including but not limited to the following circumstances:

• Unsafe or hazardous working conditions
• Abusive or threatening behaviour towards employees
• Non-disclosure of relevant information (e.g., hazardous waste, infestations)
• Failure to provide agreed access to the property or necessary facilities
• Changes to the scope or conditions that prevent safe or effective service delivery 

In the event of refusal or cancellation by HOMECLEAR, the client will be notified as soon as possible. Fees for services already rendered or any non-refundable costs incurred will remain payable.

Cancellations

Clients must provide a minimum of 48 hours’ notice for cancellations. Every effort will be made to accommodate reasonable changes.

For multi-day bookings, notice must be given at least 48 hours before Day 1 of the service.

Late Notice Cancellations (Within 48 Hours)

Cancellations made within 48 hours of the service start time are considered late notice cancellations. In such cases, the client accepts responsibility for the loss of business incurred and agrees to pay a late notice cancellation fee of £40 per day of the booking as a reasonable contribution toward this loss.

Same-Day Cancellations 

Same-day cancellations refer to cancellations made on the calendar day of the scheduled appointment, regardless of the scheduled time. Cancellations received on the same day the service is booked result in greater business disruption, as HOMECLEAR is unlikely to refill the slot. In this case, the client accepts responsibility for the loss and agrees to pay 50% of the total cost for that day, including:

• Labour
• Mileage/travel costs
• Any materials or third-party services already purchased for the job

No-Show or No Access

If HOMECLEAR attends the site as scheduled and is unable to access the premises due to lack of notification or circumstances beyond our control, the client accepts responsibility for the full loss and agrees to pay 100% of the total cost for that day, including:

• Labour
• Mileage/travel costs
• Any materials or third-party services already purchased for the job

Payments

Payment is due immediately upon invoice for all services, except Independent Waste Removal, which must be paid in full at the time of booking.

HOMECLEAR does not offer credit. By confirming a booking, the client affirms they have the funds to pay in full by the due date.

Any invoice queries must be raised on the day the invoice is received. Failure to do so will result in the invoice being deemed valid and payable in full.

If payment is not received by 00:00 on the day after the due date, the following apply:

• £20 late payment fee
• 13.25% annual interest, calculated daily from the due date until payment is received in full

If payment remains outstanding for more than 30 calendar days, HOMECLEAR  may refer the matter to a debt recovery agency. The total amount due will include:

• Full invoice amount
• £20 late payment fee
• Accrued interest
• £50 debt recovery fee

Estimates & Additional Requests

All estimates provided by HOMECLEAR are based on the information available at the time of booking and reflect the agreed scope of work.

If, during the course of service, the client requests additional tasks, or if circumstances arise that require more time, labour, or materials than originally anticipated, HOMECLEAR  will pause the service and inform the client before proceeding. No additional work or charges will be carried out without the client’s approval.

Additional time will be charged at the standard hourly rate, and any extra materials or third-party services will be invoiced accordingly.

It is the client’s responsibility to provide accurate information at the time of booking to ensure estimates remain valid.

Any requests made by the client that are not relevant to HOMECLEAR ’s services or responsibilities have not been accounted for within the scheduled appointment time.

HOMECLEAR reserves the right to decline such requests and is not obliged to carry out tasks outside the agreed scope of work.

Should the client require additional services beyond those contracted, these may incur extra charges or require separate scheduling.

All estimates are valid for 14 days from the date issued unless otherwise stated. HOMECLEAR  reserves the right to revise pricing after this period or if the scope of work changes.

Parking

The client must ensure suitable parking is available at or near the property at the start of and throughout the scheduled appointment.

Where parking fees apply (e.g., public car parks), they will be added to the client’s invoice.

If temporary visitor permits are required:

• The client must provide a valid permit for the full duration
• The client is responsible for all associated costs

Failure to provide parking may result in delays or cancellation, with applicable charges still due (see Cancellations).

Protecting Our Employees

HOMECLEAR is committed to maintaining a safe and respectful working environment for all employees. The following requirements apply during all appointments:

• Our employees will wear Personal Protective Equipment (PPE) at all times while onsite for their protection.
• Employees will wear house shoes or overshoes inside the property and are not permitted to work barefoot for health and safety reasons.

All employees carry a tracking device as part of our Lone Working Policy to ensure their safety. It is important that employees are onsite only for the agreed booking time; overruns may trigger safety alerts.

Abusive or threatening language or behaviour towards our employees, or in their presence, is strictly unacceptable and will not be tolerated.

Should our employees encounter such behaviour, they are instructed to leave the property immediately. Regardless of the early departure, the client will be charged for the full cost of the booked appointment, and all future appointments will be automatically cancelled.

Sorting Department

Includes: Home Sorting and Personal Home Organising services.

All sorting and organising services are carried out with care and respect for clients’ belongings. 

The client agrees to provide clear instructions and preferences for sorting and organising tasks.

Clients should identify and secure valuable or fragile items prior to the service. 

The client is responsible for ensuring any pets or hazards are removed or controlled to allow safe and effective service delivery.

 HOMECLEAR is not responsible for pre-existing damage or loss of items during sorting unless caused by negligence.

 HOMECLEAR ’s liability for loss or damage is limited to cases of proven negligence.

Clients are expected to participate in or be available for decision-making during sorting and organising sessions unless otherwise agreed. Lack of availability may limit the progress achievable during the booked session and does not warrant a refund or discount.

Clearing Department

Includes: Clutter Clearing and Waste Removal services.

HOMECLEAR is a licensed waste carrier. Our Waste Transfer Licence number is CBDU538578. 

Items will only be removed with client consent.

The client must declare any hazardous, prohibited, or unusual waste items prior to service to avoid delays or refusal. HOMECLEAR does not accept hazardous waste. 

The client is responsible for ensuring they have checked all items to be removed and any queries or discrepancies regarding items loaded into the vehicle must be raised while HOMECLEAR is onsite for immediate resolution. After service completion, it will not be possible to correct errors.

The client understands that once items are removed, they will be disposed of, destroyed, and/or donated, and cannot be reclaimed at a later date.

The client gives HOMECLEAR full consent to remove the agreed-upon items from the property on the specified date.

Removed items will be handled as follows:

• Disposed: General household rubbish will be transported to licensed commercial Waste Transfer Stations. Clients will be invoiced accordingly. Additional charges apply for WEE (Waste Electrical and Electronic Equipment), POPs (Persistent Organic Pollutants), and bulky items.
• Destroyed: Confidential documents will be securely shredded using a 4 x 25mm cross-cut shredder (DIN Security Level P-4, GDPR compliant) and responsibly recycled. Clients will be invoiced accordingly.
• Donated: Suitable charity donations will be taken to Cornwall Hospice Donation Centre or local charities, based on convenience and item type. Charities cannot accept certain electronics, safety equipment, or items that are not clean and resaleable. Unsuitable donations will be classified as general rubbish with disposal charges applied.
   

HOMECLEAR reserves the right to apply additional fees for:

• Additional Charge items including WEEE (Waste Electronic Equipment), POPS (Persistent Organic Pollutants) and Bulky Household
• Exceptionally large or heavy loads

Cleaning Department

Includes: AfterClear Cleaning and Regular Maintenance Cleaning services.

Our cleaning team uses non-toxic, chemical-free cleaning supplies, with ingredient lists clearly displayed on product bottles. Clients may request to see these at any time. 

Cleaning services are only possible where there is clear and safe access to floors, surfaces, and furniture. If areas are excessively cluttered or obstructed, making it impractical or unsafe to carry out cleaning, HOMECLEAR may recommend a separate Sorting visit before cleaning can proceed. In such cases, the original booking may be postponed or adapted, and additional charges may apply.

If clients prefer HOMECLEAR to use their own cleaning products and equipment, we will do so under client instruction but accept no liability for damage caused by client-supplied products or equipment. 

HOMECLEAR uses a professional-grade Numatic vacuum cleaner, which is cleaned and disinfected between appointments. For hygiene reasons, this vacuum is only used in pet-free homes.

If pets are present, the client must provide their own vacuum cleaner. In such cases, HOMECLEAR accepts no responsibility for faults or damage to the client’s equipment and cannot guarantee the efficiency or outcome of the cleaning where the provided vacuum is of poor condition or inadequate performance.

Cleaning services are carried out following standard health and safety practices. HOMECLEAR is not liable for pre-existing damage to surfaces, fixtures, or fittings. 

The scope of cleaning does not include deep stain removal, carpet shampooing, or specialist cleaning unless otherwise agreed. 

Clients should ensure safe and timely access to the property at the scheduled time. Where required, clients must provide keys or access instructions. HOMECLEAR may agree to clean in the client’s absence but accepts no liability for loss or damage to unattended property.

Liability

HOMECLEAR will not be held liable for:

• Pre-existing damage to property or belongings
• Damage caused by unstable or hazardous conditions
• Loss or damage resulting from the removal or handling of items during clearing services
• Clients are advised to secure valuable or fragile items prior to service.

Any concerns regarding damage or missing items must be reported to HOMECLEAR within 24 hours of service completion. Reports made after this time may not be eligible for investigation or compensation.

Insurance

HOMECLEAR carries Public Liability Insurance up to £2,000,000. Proof is available upon request. This excludes claims arising from undisclosed pre-existing hazards or client negligence.

Health & Safety

HOMECLEAR reserves the right to suspend or cancel work if conditions are unsafe or hazardous, including:

• Biological waste or infestation
• Structural instability
• Threatening or abusive behaviour from occupants

Full fees may still apply in such cases.

Client Responsibilities

Clients agree to:

• Provide accurate information at booking
• Ensure work areas are accessible and ready
• Provide access to basic facilities (electricity, water, toilet) if expected
• Secure children, pets, and valuables during service

Confidentiality & Privacy

HOMECLEAR treats all client information and belongings with strict confidence in compliance with data protection laws.

Photographs & Documentation

HOMECLEAR may take dated photographs and collect written notes or other documentation before, during, and after service delivery. This serves the following purposes:

• Internal records and condition tracking
• Quality assurance and staff training
• Supporting the resolution of any disputes
   

All documentation is treated as confidential and will only be shared with the client or relevant authorities if required.

With separate client consent, HOMECLEAR may also use before-and-after photographs for marketing or promotional purposes. In such cases:

• No personal or identifying information will be included
• Images will only be shared in ways that respect the client's privacy and dignity

Force Majeure

HOMECLEAR is not liable for delays or cancellations due to events beyond its control, including severe weather, illness, transport issues, or government restrictions.

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remainder will continue in full force and effect.

Amendments to Terms

HOMECLEAR reserves the right to update these Terms and Conditions at any time. Clients will be notified of material changes, and the most current version will always be available upon request or via our website https://www.homeclearsouthwest.co.uk/terms-and-conditions/ .

Governing Law

These terms are governed by the laws of England and Wales. Disputes fall under the exclusive jurisdiction of England and Wales courts.