Terms and Conditions

This page sets out the terms and conditions under which A Fresh Start operates.

Confidentiality and Privacy – A Fresh Start offers complete confidentiality and we will never divulge information to any third parties without your approval. Before and after pictures and testimonials will only be shared on the internet with your permission.

A Fresh Start is registered with the ICO (Information Commissioners Office) and is fully compliant with all relevant legislation. By entering into contract with us you agree that your personal details will be held in our secure systems to be used only in connection with organising and decluttering work carried out by A Fresh Start.

Insurance – Whilst every care will be taken should an accident occur A Fresh Start cannot be liable for any losses or damage and it is your responsibility to ensure you have adequate and appropriate insurance for your possessions. A Fresh Start holds a public liability and professional indemnity insurance.

Advice – Advice is given in good faith, all final decisions are the responsibility of the client. A Fresh Start will not accept responsibility for the consequences of such decisions.

Removal of items – We encourage reusing and recycling items where possible and are happy to take items to the charity shop for you (up to one car load per session). We can also advise on services to enable the confidential disposal of paperwork should you have a large amount. Items to be recycled or disposed of are the responsibility of the client, A Fresh Start is unable to remove these from your home.

No items will be removed without your permissions, however the client takes full responsibility for all items removed from the home, whether by A Fresh Start or themselves, and A Fresh Start can take no responsibility for the retrieval of items once they have left your premises. A Fresh Start advises that you do not dispose of any items that do not belong to you.

Goods of Value – Although we offer advice on where to sell everyday items, A Fresh Start is unable to provide a valuation service. We would always advise you to get potentially valuable items appraised by an expert.

Access – Please ensure there is good access to your home and any areas you wish to declutter. A Fresh Start are unable to move heavy pieces of furniture due to health and safety concerns. Should A Fresh Start deem the working area to be unsafe we reserve the right to cancel the session and charge for lost time.

Cleaning – We would like you to be happy with how we leave your home and will be happy to undertake light vacuuming or dusting where this is appropriate to the decluttering process. A Fresh Start is not a cleaning service, however, and we are unable to provide cleaning services. Should you require such services we would be happy to pass on the details of one of our recommended companies.

Recommendations – A Fresh Start may make suggestions on additional products and services that may be needed. For example, cleaners, handymen, storage or decorating services. Although we always do our best to ensure we only recommend high quality products and services we are unable to accept any responsibility or liability for such products or services, including, but not limited too, loss, damages, substandard work or poor quality products. Timings, payment and all other details must be arranged directly with suppliers. Should any of the services we recommend fall below the expected standard we would be grateful if you could inform us in order to prevent us recommending them in the future.

Cancellation Policy – We appreciate that cancellations are sometimes unavoidable. Cancellations made more than 48 hours in advance of the work starting can be made at no cost. Should you cancel within less than 48 hours we reserve the right to charge you up to 50% of the intended fee, which may at our discretion be credited against future work, provided this takes place within a month of the cancellation. Cancellations made on the same calendar day as the booked sessions may be charged at up to 100% of the intended fee.

Working Hours and Breaks – A Fresh Start charges per hour for the hours actually worked (to the nearest full hour). We always advise a consultation in person prior to starting work with a client. During the consultation we will endeavour to estimate how many hours/sessions your decluttering will require. Unfortunately it is not always possible to give an accurate estimate and jobs may require more hours than initially thought depending on a variety of factors as each job and client if unique. A Fresh Start charges per hour, not per job and you will need to pay for any extra sessions required. Should sessions be shorter than expected you will not be charged for any unused time. Should a session run over (for example if three hours were booked but we work for five hours) you will be charged for the full five hours. We will always inform you when the booked time is up and obtain your permission to continue if you wish to do so.

Decluttering can be physically and emotionally demanding and we will always work at your own pace. Breaks can be taken as you wish, however please be aware that these breaks will count towards the time charged. Should the session span lunchtime we will need to break for lunch (usually half an hour) and you will not be charged for this time. This will be arranged prior to the session starting so you are aware of timings.

Travel Costs – Travel to clients who live more than 20 miles from the business address will be charged mileage at 45p per mile.

Payment Terms – Charges are per hour and payment is usually due at the end of a session unless otherwise discussed. Your invoice is payable by cash or bank transfer within 14 days of invoice date. Cheques may be accepted only at A Fresh Start’s discretion.

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