Terms of Service

1. Introduction and Acceptance

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client", "you", or "your") and 1HomeManager ("Company", "we", "us", or "our"), a home management service provider operating in West London, United Kingdom.

By accessing our website, booking a service, or subscribing to a membership plan, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not use our services.

These Terms apply to all services provided by 1HomeManager, including but not limited to initial home assessments, ongoing membership services, handyman visits, maintenance coordination, and vendor management.

2. Definitions

For the purposes of these Terms:

• "Services" means all home management services provided by 1HomeManager, including assessments, handyman work, maintenance scheduling, vendor coordination, and related activities.
• "Property" means the residential property or properties registered under your membership for which Services are to be provided.
• "Membership" means the ongoing monthly subscription plan for home management services.
• "Initial Visit" means the first in-home assessment conducted to evaluate your property and establish a maintenance plan.
• "Third-Party Vendor" means any external contractor, tradesperson, or service provider engaged by us to perform specialist work at your Property.
• "Handyman Hours" means the allocated time for general maintenance and repair work included in your Membership.

3. Service Description

1HomeManager provides comprehensive home management services designed to maintain and care for residential properties. Our Services include:

• Initial Home Assessment: A thorough evaluation of your Property to identify maintenance needs, create a task priority list, and establish a customised maintenance calendar.
• Monthly Handyman Visits: Regular scheduled visits by our qualified handyman to complete general maintenance tasks, minor repairs, and items from your ongoing task list.
• Preventative Maintenance: Proactive scheduling of seasonal maintenance tasks including boiler servicing, gutter cleaning, safety inspections, and other preventative measures.
• Vendor Coordination: Management and oversight of third-party specialists including plumbers, electricians, decorators, and other tradespeople when specialist work is required.
• Emergency Support: Priority response coordination for urgent property issues during service hours.
• Key Holding: Secure storage and management of property keys to facilitate access for scheduled visits and vendor appointments.
• Communication and Reporting: Regular updates via WhatsApp or email, including before/after photographs and completion reports for all work undertaken.

The specific scope of Services provided will depend on your selected plan and any additional services agreed in writing. Services are provided within our designated service areas in West London.

4. Eligibility and Registration

To use our Services, you must:

• Be at least 18 years of age and have the legal capacity to enter into binding contracts.
• Be the owner, legal occupant, or authorised representative of the Property for which Services are requested.
• Provide accurate, current, and complete information during registration and maintain the accuracy of such information.
• Have a Property located within our designated service areas in West London (including Chiswick, Hammersmith, Fulham, and surrounding areas).

We reserve the right to refuse service, terminate accounts, or cancel memberships at our sole discretion if we believe you have violated these Terms or provided false information.

5. Membership Plans and Pricing

Initial Visit: Before commencing a Membership, all new clients must complete an Initial Visit priced at £99 (or the current rate displayed on our pricing page). This fee is non-refundable once the visit has been conducted.

Ongoing Membership: Following the Initial Visit, you may subscribe to our monthly Membership at £199 per month (or the current rate displayed on our pricing page). The Membership operates on a rolling monthly basis with no fixed-term commitment.

Price Changes: We reserve the right to modify our pricing at any time. For existing members, we will provide at least 30 days' written notice of any price changes before they take effect. Continued use of Services after a price change constitutes acceptance of the new pricing.

Additional Charges: Work falling outside the scope of your Membership (including specialist vendor work, materials, and extended handyman time beyond your monthly allocation) will be quoted and approved by you in advance. You agree to pay all additional charges as invoiced.

6. Billing and Payment

Payment Methods: We accept payment via credit card, debit card, and bank transfer. All payments are processed securely through Stripe or our designated payment processor.

Billing Cycle: Membership fees are billed monthly in advance on the anniversary of your membership start date. The Initial Visit fee is payable at the time of booking or upon completion of the visit.

Failed Payments: If a scheduled payment fails, we will attempt to process the payment again and notify you of the failure. If payment is not received within 7 days, we reserve the right to suspend Services until the outstanding balance is cleared.

Late Payments: Invoices for additional work or outstanding balances are due within 14 days of the invoice date. We reserve the right to charge interest on overdue amounts at a rate of 4% above the Bank of England base rate, calculated daily from the due date until payment is received.

Taxes: All prices are inclusive of VAT where applicable. If our VAT status changes, prices may be adjusted accordingly with appropriate notice.

7. Cancellation and Refunds

Membership Cancellation: You may cancel your Membership at any time by providing written notice (via email or WhatsApp). Cancellation will take effect at the end of your current billing period. No refunds will be provided for partial months.

Appointment Cancellation: If you need to cancel or reschedule a scheduled visit, please provide at least 24 hours' notice. Cancellations with less than 24 hours' notice may be subject to a cancellation fee equivalent to 50% of the visit cost.

Our Right to Cancel: We reserve the right to cancel your Membership or refuse service if:

• You breach these Terms or fail to make timely payments.
• Your Property becomes unsafe or unsuitable for our personnel to work in.
• You or members of your household behave in an abusive, threatening, or inappropriate manner towards our staff or vendors.
• Your Property moves outside our service area.

Refund Policy: Refunds will only be provided in cases where we are unable to deliver the Services as agreed and the failure is attributable to us. The Initial Visit fee is non-refundable once the visit has been conducted.

Cooling-Off Period: For distance contracts, you have a statutory right to cancel within 14 days of entering into the agreement without giving any reason. However, if you request that Services begin within this period and subsequently cancel, you will be liable for any Services already provided.

8. Property Access and Key Holding

Access Requirements: You agree to provide safe and reasonable access to your Property for all scheduled visits and vendor appointments. This includes:

• Providing keys, access codes, or other means of entry as required.
• Ensuring pets are secured or removed from work areas.
• Notifying us of any alarm systems and providing necessary codes.
• Informing us of any access restrictions, building regulations, or permissions required.

Key Holding Service: If you provide us with keys to your Property, we will:

• Store all keys securely in a locked, access-controlled location.
• Only use keys for the purpose of providing agreed Services.
• Maintain a log of all key usage.
• Return keys promptly upon termination of your Membership.

Liability for Keys: While we take all reasonable precautions to safeguard your keys, our liability for lost or stolen keys is limited to the reasonable cost of replacing locks and keys, up to a maximum of £500 per Property.

Failed Access: If we are unable to access your Property for a scheduled visit due to circumstances beyond our control (including but not limited to changed locks, expired access codes, or failure to secure pets), the visit will be deemed complete for billing purposes, and a rescheduling fee may apply.

9. Service Scheduling and Delivery

Scheduling: Visits and appointments will be scheduled in consultation with you. We will make reasonable efforts to accommodate your preferred times but cannot guarantee specific time slots.

Service Hours: Standard Services are provided Monday to Friday, 8:00 AM to 6:00 PM, excluding public holidays. Emergency support and out-of-hours services may be available at additional cost.

Handyman Hours: Your Membership includes a monthly allocation of handyman time. Unused hours do not roll over to subsequent months. Work exceeding your monthly allocation will be quoted separately.

Work Standards: All work is carried out to a reasonable professional standard. We are not responsible for pre-existing defects, underlying structural issues, or problems that could not reasonably be identified during our assessment.

Completion: Upon completion of each visit, we will provide a summary of work completed, including photographs where appropriate. Any concerns about the quality of work must be reported within 7 days of the visit.

10. Third-Party Vendors

Vendor Selection: When specialist work is required, we will recommend and coordinate trusted third-party vendors from our vetted network. All vendor recommendations are made in good faith based on our experience.

Vendor Agreements: When you approve vendor work, you enter into a separate agreement with that vendor. While we coordinate and oversee the work, the vendor is directly responsible for the quality and warranty of their work.

Quotations: We will obtain quotations from vendors on your behalf and present them for your approval before work commences. You are not obligated to accept any quotation.

Oversight: We will attend or check in on significant vendor work to ensure it meets expected standards. However, we are not responsible for vendor workmanship, and any disputes regarding quality should be addressed directly with the vendor.

Payment: Vendor fees may be invoiced directly by the vendor or through us, depending on the arrangement. All payment terms will be communicated at the time of quotation approval.

11. Your Responsibilities

As a client of 1HomeManager, you agree to:

• Provide accurate and complete information about your Property and its maintenance history.
• Notify us promptly of any changes to your contact information or Property details.
• Ensure safe access to your Property and a safe working environment for our personnel.
• Inform us of any known hazards, including but not limited to asbestos, structural concerns, or aggressive pets.
• Make timely payments as agreed.
• Treat our staff and vendors with respect and courtesy.
• Obtain any necessary permissions (such as landlord consent or building management approval) before work is undertaken.
• Maintain appropriate buildings and contents insurance for your Property.

12. Limitation of Liability

Service Liability: We will perform Services with reasonable care and skill. However, our liability for any claim arising from our Services is limited to the total fees paid by you in the 12 months preceding the claim, or £5,000, whichever is lower.

Exclusions: We are not liable for:

• Any indirect, incidental, special, consequential, or punitive damages.
• Loss of profit, revenue, business, or anticipated savings.
• Damage caused by pre-existing defects, fair wear and tear, or circumstances beyond our reasonable control.
• Delays or failures resulting from events outside our control (force majeure).
• Work performed by third-party vendors, except to the extent caused by our negligent oversight.
• Damage to items of extraordinary value unless specifically disclosed and insured.

Insurance: We maintain appropriate public liability insurance. Details are available upon request.

Nothing in these Terms: Excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

13. Indemnification

You agree to indemnify, defend, and hold harmless 1HomeManager, its directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to:

• Your breach of these Terms.
• Your violation of any law or the rights of any third party.
• Any inaccurate or incomplete information you provide.
• Hazards or conditions at your Property that you failed to disclose.

14. Intellectual Property

All content on our website, including text, graphics, logos, images, and software, is the property of 1HomeManager or its licensors and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from our content without our prior written consent.

Any maintenance plans, reports, photographs, or documentation we create for your Property remain our intellectual property, though you are granted a non-exclusive licence to use such materials for your personal, non-commercial purposes.

15. Confidentiality

We will treat all information about you and your Property as confidential and will not disclose such information to third parties except:

• To vendors and contractors who need the information to provide Services.
• As required by law or court order.
• With your prior written consent.

Our full privacy practices are described in our Privacy Policy.

16. Dispute Resolution

Complaints: If you are dissatisfied with any aspect of our Services, please contact us at hello@1homemanager.co.uk. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 business days.

Mediation: If we cannot resolve a dispute through our internal complaints process, either party may propose mediation through a mutually agreed mediator before pursuing other remedies.

Legal Action: Nothing in this section prevents either party from seeking urgent injunctive relief or pursuing claims in the appropriate courts.

17. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or our Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. General Provisions

Entire Agreement: These Terms, together with our Privacy Policy and any additional agreements signed between us, constitute the entire agreement between you and 1HomeManager.

Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

Assignment: You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations to any successor or affiliate.

Notices: All notices under these Terms should be sent to hello@1homemanager.co.uk or via WhatsApp to our registered number.

19. Changes to These Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated to you via email or through our website at least 30 days before they take effect. Your continued use of our Services after changes become effective constitutes acceptance of the modified Terms.

We encourage you to review these Terms periodically. The "Last updated" date at the top of this page indicates when these Terms were last revised.

20. Contact Information

If you have any questions about these Terms of Service, please contact us:

• Email: hello@1homemanager.co.uk
• WhatsApp: +44 7821 236265
• Website: 1homemanager.co.uk

1HomeManager is a trading name operating in West London, United Kingdom.