KENNETT'S HELPERS DOMESTIC TERMS & CONDITIONS
1. Your booking Your booking is confirmed when Kennett's Helpers confirms the agreed service, date/time or service window, price/rate and any important booking details. The quotation, booking confirmation and current Domestic Cleaning Specification (where used) form part of what has been agreed.
2. What is included Kennett's Helpers will carry out the agreed cleaning/service with reasonable care and skill. Only the agreed scope is included. If you ask for significant additional work, Kennett's Helpers will confirm whether it can be accommodated and any additional charge before chargeable extra work is carried out.
3. Access & your home You are responsible for providing safe and reasonable access at the agreed time and for giving accurate information about parking, pets, alarms/keys, delicate or specialist surfaces, known damage, hazards, restricted rooms and anything that must not be touched. If access cannot be obtained, Kennett's Helpers will contact you where reasonably possible and any charge will be handled in line with the cancellation/failed-access policy and applicable consumer law.
4. Products, equipment & safety Kennett's Helpers will use the products/equipment agreed for the service. Please tell us in advance about product sensitivities, specialist materials or manufacturer-specific care requirements. Kennett's Helpers may decline a requested method or product where it reasonably considers it unsafe or unsuitable.
5. Cleaning results Cleaning can make a significant difference, but age, wear, scratching, permanent staining, mineral damage, deterioration, previous treatment or material condition can affect the final result. Kennett's Helpers does not promise that every surface or item will return to a brand-new or day-one appearance.
6. Prices & payment The price or way the price is calculated will be given before the booking is confirmed. Payment is due according to the invoice/booking confirmation. Any additional unavoidable charge that can reasonably be calculated in advance will be made clear before the customer commits.
7. Changes & cancellations If you need to change or cancel a booking, please contact Kennett's Helpers as soon as reasonably possible. We understand that genuine unexpected situations happen. If you need to cancel at short notice because of sudden illness, a poorly child, a hospital or family emergency, or another genuine unforeseen circumstance, we will normally rearrange your booking without a cancellation charge. For other cancellations made with less than 24 hours' notice, a cancellation charge of 50% of the booked service price may apply, reflecting the time that has been reserved and the difficulty of filling the appointment at short notice. Our Life Happens flexibility is intended for genuine unexpected circumstances. If short-notice cancellations become frequent or recurring, we may review the arrangement. This may include applying the normal late cancellation charge to future bookings or releasing a regular reserved time slot. Any cancellation charge will be applied fairly and proportionately, taking account of the circumstances and any loss Kennett's Helpers reasonably suffers as a result of the cancellation. Your statutory rights are not affected.
8. Distance / off-premises bookings If consumer cancellation rights apply because the contract was made at a distance (for example online or by phone) or away from Kennett's Helpers' business premises, Kennett's Helpers will provide the legally required cancellation information. If you ask Kennett's Helpers to begin the service during an applicable 14-day cancellation period, Kennett's Helpers may ask you to make the required express request/acknowledgement. Your statutory rights are not affected.
9. If Kennett's Helpers has to change or cancel Kennett's Helpers may need to rearrange a service because of illness, emergencies, unsafe conditions or circumstances outside reasonable control. We will contact you as soon as reasonably possible and offer an appropriate rearrangement or refund for services paid for but not supplied where required. Serious safety, abusive behaviour or security concerns may justify ending or refusing a service.
10. Damage, breakages & incidents Please tell Kennett's Helpers promptly if you believe something has been damaged or an incident has occurred so the facts can be reviewed. Kennett's Helpers may ask for photographs or other reasonable information and may need to involve its insurer. Nothing in these terms excludes or limits liability where the law does not allow this.
11. Concerns about the service If something has genuinely been missed or the service does not match what was agreed, please contact Kennett's Helpers promptly and explain the issue. We will review the agreed scope and circumstances and, where appropriate, discuss a reasonable remedy. Your statutory consumer rights remain unaffected.
12. Regular services Regular or fortnightly services continue according to the agreed arrangement until changed or ended. Either side may request a change or end the arrangement on reasonable notice, subject to any booking-specific commitment that has been clearly agreed. Kennett's Helpers will not use an unfairly long or one-sided notice requirement.
13. Keys, access information & privacy Keys and access details supplied to Kennett's Helpers will be handled with reasonable care and used only for the agreed service. Personal information will be handled in accordance with Kennett's Helpers' Customer Privacy Notice. Photography or filming for marketing is optional and is covered by separate permission.
14. Contact & complaints Questions, changes or complaints should be sent to Kennett's Helpers at [email protected] or through the usual Kennett's Helpers contact channel. We aim to deal with concerns fairly and reasonably.
15. Your legal rights Nothing in these terms removes or reduces rights you have under consumer law. If any term is found to be unfair or unenforceable, the remaining terms continue to apply so far as the law allows. These terms are governed by the law of England and Wales.