Ts & Cs

Which areas do you cover?

I cover all London boroughs, and the home counties. If you are outside of these areas, I can help you through virtual decluttering or via a personalised decluttering plan. The first 10 miles of my journey to your home/place of work from my home are free, then charged at 45p per mile. If travel time exceeds an hour each way, this will be charged at £45 per hour, or part thereof. If I have to pay for parking at your home/place of work, tolls, congestion charge or overnight accommodation, this will be charged to the client.

Online Booking Policy

In line with UK legislation, all clients are entitled to a refund if after booking online, they decide within 14 days not to proceed. If services have already commenced, then a refund will not usually be possible.

What about my privacy?

All the work I undertake is confidential. I am registered with the Information Commissioner's office (ICO) so your personal data, such as address, phone number and email are kept in accordance with data protection policy. I am non-judgemental and sensitive in all my work. Please see my Privacy Notice for further information. If I wish to use photos of your project for publicity, I will always obtain your consent. I will NEVER use your photos without your permission. My contract with you includes a confidentiality clause and a separate Confidentiality Agreement is available upon request, should you prefer.

How do we get started?

I offer a free, 30-minute virtual discovery meeting to establish your requirements and to undertake a virtual walk-through of the space you want decluttered/organised/staged.

Can you do face-to-face discovery consultations?

If you would like me to visit your home/place of work, these will be charged at £50 per hour, as well as any mileage, tolls and parking charges as appropriate. If, following the face-to-face discovery meeting, you decide to proceed with booking our services, this amount will be deducted from your invoice.

Do I need to pay a deposit?

If you decide to proceed, I ask for a 50% deposit for services at time of booking and your booking will not be considered confirmed until the deposit has been received.

What about cancellations and rescheduling?

Client Cancellation

• 48+ hours’ notice: Deposit refunded in full, less 10% administration fee

• Less than 48 hours’ notice: If you do not reschedule within 14 days, you forfeit your deposit and may be liable for the full session cost (except in genuine emergency or serious illness)

Rescheduling

• One rescheduling permitted without penalty with at least 48 hours' notice

• New appointment must be booked AND completed within 14 days of the original scheduled date

Our Cancellation

If I need to cancel, I will give maximum notice possible and reschedule at earliest opportunity. If we cannot agree on a new date, your deposit will be refunded in full.

 

This policy may be waived or adjusted at my discretion in exceptional circumstances.

How do I prepare for the day?

Before we start, I ask you to mentally prepare for the day and to focus on your goal of having a streamlined and organised environment. I also ask you to have strong rubbish bags for disposal of unwanted items, as well as bags and boxes that can be used for items to recycle and donate. Please also have cleaning materials to hand.

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Before we begin the services, you must disclose any information about the assignment or working environment that might put Mx. Neat and Tidy personnel at risk of harm or damage to health. For the purpose of personal safety, our location and session timings will be shared with an associate.

What about cleaning?

I will undertake light cleaning as we go along. Whilst Mx. Neat and Tidy is not a cleaning service, I will undertake light cleaning as necessary during the process. Please note that the less clean the environment, the longer it will take us to do our work.

How long will it take?

The minimum session time is three (3) hours and we work for a maximum of seven (7) hours per day as decluttering is both physically and mentally tiring.

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It depends on the size of the space, how many possessions you have, and how fast we work together to declutter and organise. I work at your pace, providing advice and expert recommendations, tips, tricks and tools in good faith and will ensure the session is dynamic and we reach your goal in the quickest time possible.

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Whilst I will endeavour to provide an accurate quotation on the time needed, factors such as decluttering decision timings, unexpected cleaning etc. can affect how long is required.

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If you want to complete the services in a faster time, we can arrange for two (2) people to undertake the services. This can be both more cost and time effective.

How much will I have to throw away?

I don't set limits and I work with you to decide on what is working for you and what isn't, and I won't force you to throw anything away. Ultimately, it is your decision to let go of items and Mx. Neat and Tidy cannot accept responsibility for decisions made, at any point in the run-up, during or after the services have been provided. I will recommend how best to store or display your belongings and responsible ways to dispose, donate or recycle items.

Decision-making authority

When multiple family members are involved, one adult must be designated as the primary decision-maker and contact person. This person has authority to make final decisions about what to keep or discard.

What happens to the stuff I don't keep?

I will advise you on ways to dispose of your unwanted items, through donating items to charity, recycling, or selling on platforms such as Ebay or Vinted. For anything that can't be recycled in this way, we will advise you on the most environmentally friendly way to dispose of your belongings. I will take up to five (5) standard-sized rubbish bags of goods to a local charity shop (included in my fee) but I am unable to take items to the refuse and recycling centre on your behalf.

What storage solutions will you use?

We can discuss this during the discovery call. I can use storage solutions that you already have, or source solutions that will maximise the potential of your spaces. I may bring some of my favourite storage solutions with me, which if you choose to use, will be added to the invoice.

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If you wish me to source storage solutions for you, or undertake shopping and returns on your behalf, this will be charged at £30 per hour for the actual time spent. For items that exceed £40 in value, you will be expected to pay in advance.

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If storage solutions you have ordered have not been received in time for the agreed day, you may be charged for days lost.

Hazardous materials

If hazardous materials are discovered (asbestos, chemicals, medical waste, etc.), work will be suspended until appropriate specialist services are arranged at your expense. I will provide guidance on locating certified disposal services.

Handling Goods

Mx. Neat and Tidy will take care of all your possessions, but on rare occasions, accidents can happen and your possessions may be damaged or broken. Unfortunately, Mx. Neat and Tidy cannot be held liable for losses or damages, however caused and you will need to claim on your personal home insurance, where appropriate.

What insurances do you have?

I am a member of the Association of Professional Declutterers and Organisers (APDO) and have signed their Code of Ethics. I have Public Liability Insurance (£1,000,000) and Professional Indemnity Insurance (£1,000,000) through Westminster Insurance Ltd/Westfield Specialty.

What about payment?

Where extra hours are needed, I will talk this through with you at the earliest possible opportunity during the session to agree next steps. Additional, billable hours will not be completed without your approval.

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You will receive an invoice after each session and payment is due immediately upon receipt. If you ask for additional work to be undertaken during the decluttering and organising process, these will be agreed with you and additional charges will apply. I will provide you with confirmation of payment within seven (7) working days of receiving final payment. If there are additional costs arising from the services, such as parking fees or tolls, these are payable by the client.

What happens if other services are needed?

At times during the process, the need for other complementary services may arise, such as painting and decorating, waste clearance services, plumbing, damp control or pest control services. I may be able to provide contact details of service providers but it is your responsibility to ensure that the service providers meet your needs. Mx. Neat and Tidy cannot be held responsible for the actions of any third party providers whose details were provided, nor be liable for any third party contractor fees.

Professional Standards

I am a member of the Association of Professional Declutterers and Organisers (APDO) and abide by their Code of Ethics. I am registered with the Information Commissioner's Office (ICO), am a member of the Federation of Small Businesses (FSB) have DBS Clearance. I maintain professional records for a minimum of 7 years as required by professional standards.