TERMS AND CONDITIONS
Welcome to the MyHomeLovely website terms and conditions for use (“terms”). These terms apply to the use of this website and by accessing this website and/or making a booking for services you agree to be bound by the terms set out below. MyHomeLovely is a product/service/trading name of parent company MHL Home Services Ltd. If you do not agree to be bound by these terms please do not use our website.
Before you place an order with us, if you have any questions relating to these terms please contact our customer service team by email at [email protected] or by phone at 020 70971 566.
- “Booking”means a booking for Services made by You on our Website
- “Services”means cleaning services
- “MyHomeLovely Cleaner”means a cleaner or other home services provider available through our Website
- “Website”means the website located at myhomelovely.com or any subsequent URL which may replace it
- “You”means a user of this Website
- “Us” means we the MyHomeLovey
2) USE OF THE WEBSITE
You are provided with access to this Website in accordance with these Terms and any Booking made by you must be placed strictly in accordance with these Terms.
2.2.1 By registering as a user of our Website, you warrant that:
(a) the personal information which you provide when you register as a user and/or make a Booking is true, accurate, current and complete in all respects; and
(b) you will notify us immediately of any changes to this personal information by contacting our customer service representatives by email at [email protected] or by phone at 020 70971 566.
2.2.2 You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
2.2.3 You agree for us to hold your personal information on our records in accordance with applicable law.
2.3 Our rights
We reserve the right to:
(a) modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
(b) change these Terms from time to time as explained below. If you do not agree to such amended terms, you must stop using the Website. If you continue to use the Website you will be deemed to have accepted the amended terms.
3.1 We have a £2m public liability insurance through our registered company MHL Home Services Ltd, a policy underwritten by a leading insurer. There are excesses of at least £250, depending on the specific type of claim, which will be at user’s (customers) cost. Please email us at [email protected] for more information on this.
4) BOOKING SERVICES
4.1 By placing an order through our Website, you warrant that you are: legally capable of entering into binding contracts, and at least 18 years old.
4.2 After placing an order, you will receive an email from us acknowledging that we have received your Booking. Please note that this does not mean that your Booking has been accepted. All Bookings are subject to acceptance by us, and we will confirm such acceptance to you by sending you a further email to confirm the Booking (the “Booking Confirmation”). The contracts between us and you and between you and the MyHomeLovely Cleaner will only be formed when we send you the Booking Confirmation.
4.3 When you sign up for the Service, you can opt in to receive SMS Messages in order to keep you informed about your Clean. You can opt out of this anytime.
4.4 You agree that you will not seek to book any Services from any MyHomeLovely Cleaner other than via our Website for the duration of this agreement and in the 18 months after termination of this agreement.
5) PRICE AND PAYMENT
5.1 The price of any Services is an estimation and will be as quoted on our website, except in cases of obvious error or lack of information or misrepresentation of facts.
5.2 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Booking Confirmation.
5.3 Every effort has been made on this Website to ensure that making a Booking is secure via SSL Certification and our payment provider Stripe. We cannot be responsible for fraudulent use on our Website of a lost payment card.
5.4 You must maintain a valid payment card with us. You must inform us immediately if your payment card details are no longer valid.
5.5 You authorise us to seek pre-authorisation of your payment card. You also authorise us to charge your payment card in full after the service has been rendered or the day after the scheduled Booking.
5.6 If any amount due by you is unpaid after the day of the scheduled Booking, we may charge a £10 administration fee and 2.5% fee for every day of delay, not exceeding the total amount of the invoice.
5.7 A promotional code, gift card or voucher may only be used by new customers except for a customer’s unique referral code which they are given once they book a clean with MyHomeLovely. Offers for new customers can only be redeemed once per household. Other terms and conditions apply. Please contact [email protected] for further details.
6) ACCESS AND UNOBSTRUCTED WORK
6.1 If we can’t enter the property or have access otherwise we will wait up to 30 min if you have notified us about this. After this time we will consider this a late cancellation from your side.
6.2 We need to be provided with unobstructed work areas of all other personnel (i.e. property needs to be free of other contractors, builders, etc).
6.3 Customer needs to make sure we have access to electricity and hot water at all times- otherwise, we can’t guarantee the efficiency or quality of our work.
7) BOOKING CANCELLATION BY US
7.1 If you violate any of the Terms, your permission to use the Services and Website will automatically terminate.
7.2 We reserve the right to change or cancel any Booking at our discretion and without notice or cause.
8) BOOKING CANCELLATION BY YOU
8.1 You may cancel a Booking no less than 24 hours before your scheduled clean either by logging into your MyHomeLovely account, by email to [email protected] or by calling 020 70971 566 in which case the Booking will not be charged.
8.2 For cancellations made less than 24 hours before your scheduled clean you will incur 100% fee of the value of your (late cancellation fee). If you subsequently rebook your clean, 30% of this cancellation fee will be credited to you against your next service.
8.3 Further discounts may be provided at the prerogative of MyHomeLovely to any customer.
8.4 For the recurring bookings discount to apply, a minimum of 4 appointments must be kept. If fewer appointments are kept, the discount will be back-charged.
9) THE MYHOMELOVELY WEBSITE
9.1 We act as a booking agency for employed by us or those self-employed cleaners. Our contract with you is limited to provision of use of our Website.
9.2 Your MyHomeLovely cleaner may be directly responsible for providing the Services to you and you may have a direct contract with MyHomeLovely Cleaner concerning the provision of Services. This contract will not include us. You and MyHomeLovely Cleaners may be responsible for any taxes arising as a result of the Services.
9.3 We review applications, conduct interviews and undertake other checks of MyHomeLovely cleaners, with some of this process reliant on information from or undertaken by third parties. You acknowledge that we do not and cannot guarantee the accurateness or completeness of such checks, whether conducted by us or by third parties.
9.4 You acknowledge that you use MyHomeLovely cleaners at your own risk. You agree to provide a safe working environment for MyHomeLovely Cleaners and to take appropriate precautions to supervise MyHomeLovely cleaners.
9.5 You acknowledge that cleaner vetting process and background check is a long and costly process and will not under any circumstances solicit cleaners. In the case of solicitation, you will be liable to pay £ 1500.00 immediately upon the event.
10) THIRD PARTY LINKS
Links to third party websites on the Website are provided solely for your convenience. If you use these links, you leave the Website. We have not reviewed any of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to the Website, you do so entirely at your own risk.
12.1 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Services you purchased in the previous six months.
12.2 This limitation does not include or limit in any way our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
12.3 We are not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited: to loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; or, waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise.
12.4 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your Booking and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
13) EVENTS OUTSIDE OUR CONTROL
13.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
13.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or transport access, flood, fire, explosion, acts of terrorism or accident.
13.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
14.1 Intellectual property and right to use
14.1.1 Unless otherwise stated, the copyright and other intellectual property rights in the content on the Website are owned by us or our licensors. Any access or use of the Website for any reason other than your personal, non-commercial use is prohibited.
14.1.2 No part of the Website may be reproduced in any other website or included in any public or private electronic retrieval system or Website without our prior written permission.
14.1.3 You acknowledge and agree that the content contained within the Website is made available for your personal non-commercial use only and that you may download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited.
14.1.4 You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
14.1.5 You may provide us with information and feedback regarding the features and performance of the Service, including reports of failures, errors, or other malfunctions you encounter on the Service along with any associated error messages (the “Feedback”). Feedback provided to MyHomeLovely may be used by us to improve the Service, and accordingly, you hereby grant MyHomeLovely a non-exclusive, perpetual, irrevocable, royalty free, worldwide right and license to use, reproduce, disclose, sublicense, distribute, modify and otherwise exploit such Feedback without restriction.
14.1.6 If you publish any content on our Website, such as images, videos, reviews, comments, ratings, profiles or listings, you grant us a worldwide, perpetual, non-exclusive, royalty-free licence to copy, alter, adapt or display such Content on our Website.
14.2 Compliance with laws
The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
14.3 Written Communications
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
All notices given by you to us must be given to [email protected]. We may give notice to you at either the email, text message or postal address you provide to us when making a Booking, or as specified above. Notice will be deemed received and properly served 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.
14.5 Transfer of rights and obligations
14.5.1 The contract between you and us is binding on you and us and on our respective successors and assigns.
14.5.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.
14.5.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
If any part of these Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from these Terms and shall not affect the validity and enforceability of any of the remaining provisions of these Terms.
No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
14.8 Entire Agreement
These Terms and any document expressly referred to in them constitute the entire agreement between us with respect to the subject matter of any contract and supersede any previous communications or agreements between us.
14.9 Our Right to Vary these Terms
We have the right to revise and amend these Terms from time to time. You will be subject to the policies and Terms in force at the time that you book Services from us. Please regularly check on our Website for new versions.
These Terms and the Contracts shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. Any dispute or claim arising out of or in connection with the Contracts or their formation (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15) MYHOMELOVELY GUARANTEE
15.1 Conditions to the guarantee
15.1.1 Where possible, MyHomeLovely cleaners will collect your signature on the checklist or a verbal sign-off in the final walkthrough to verify that you are happy with your cleaning. In signing the checklist or giving a verbal approval you confirm that you are satisfied with your clean. By doing so you have accepted your clean, meaning the MyHomeLovely guarantee is complete. We may take before and after photos for our internal records and procedures.
15.1.2 Any dissatisfaction must be reported within 24 hours of the service being performed for recurring cleaning or within 72 hours for End of Tenancy or Deep cleaning service being performed. Failure to inform MyHomeLovely within this time period will nullify the MyHomeLovely guarantee.
We must be able to return to re-clean or the Guarantee service is nullified. The satisfaction guarantee is not extended to hourly bookings. When booking hourly you specify how many hours you would like cleaners to work and for what type of service. Therefore we can not offer such guarantees that the entirety of the work will be done in the time you allowed. In this case, you are booking work-force to provide the service per your instructions and supervision, which means how much work gets done and to what detail is up to the customer. MyHomeLovely only provides you with the work-force to render the service.
15.1.3 MyHomeLovely may request the customer to supply reports or photographs taken before this 24-72 hour time period elapses, detailing the inadequate service as proof. Refusal to provide this proof, if requested, will nullify the MyHomeLovely guarantee.
15.1.4 Before discussing any refunds, MyHomeLovely may choose to send a service provider back to the property to repeat the service. Failure to accept this repeat service will nullify the MyHomeLovely guarantee.
15.1.5 MyHomeLovely will seek to establish a fair price for service based upon what items on the checklist were completed, and what tasks were not completed.
15.1.6 Although we will try our best to get the work done to the standards you expect, there’s always the chance we won’t be able to do something due to issues that are beyond our control. For instance, should there be a difficult stain mark on your carpet that we can’t remove, our guarantee does not cover this.
We also do not cover any financial loss. Should, for instance, you not get your deposit back when moving house due to issues we can’t be held responsible for, e.g. marks on walls being too deep to be removed, then we do not take responsiblity for this nor do we cover financial loss.
15.1.7 Any refund comes with the conditions attached that no feedback be left in any publicly accessible place. Upon discovery of this, MyHomeLovely is entitled to reverse any refund applied.
18.104.22.168 Contact Information
We can be contacted by phone at 020 70971 566 or by emailing [email protected].