Terms of Service - Hawthorn & Vale Property Services Ltd

Effective Date: 20 July 2026

1. Introduction and Acceptance of Terms

These Terms of Service ("Terms") govern the provision of services by Hawthorn & Vale Property Services Ltd ("we", "us", "our") to you, the customer, client, or other person engaging our services ("you", "your"). By requesting, booking, accepting, or allowing us to perform any services, you agree to be bound by these Terms.

If you do not agree to these Terms, you should not use or continue to use our services. Any quotation, estimate, work order, booking confirmation, or written agreement provided by us may supplement these Terms, but if there is any conflict, the specific written agreement or booking terms shall prevail to the extent of the inconsistency.

2. Scope of Services

Hawthorn & Vale Property Services Ltd provides local property-related services, including but not limited to:

• General property maintenance;
• Handyman repairs;
• Interior painting and decorating;
• Garden tidy-ups and light landscaping;
• Flat-pack furniture assembly;
• End-of-tenancy touch-up work.

The exact scope, timing, materials, and cost of any service will be set out in our quotation, estimate, invoice, booking confirmation, or other written communication. Any services not expressly agreed in writing are excluded.

We may refuse or suspend services where a job is unsafe, unlawful, outside our competence, requires specialist trade certification, involves structural works, gas, electrical installation or certification, asbestos, or where access, conditions, or customer conduct make performance impractical or unsafe.

3. User Obligations and Responsibilities

You agree to:

• Provide accurate, complete, and up-to-date information about the property, work required, and any known hazards or restrictions;
• Ensure safe, timely, and reasonable access to the property and work area;
• Obtain any necessary permissions, consents, licences, or approvals from landlords, tenants, freeholders, managing agents, neighbours, or any other relevant parties;
• Ensure that utilities, water, electricity, and other services required for the work are available unless otherwise agreed;
• Remove or secure valuables, fragile items, personal belongings, pets, and obstructions before work begins;
• Notify us in advance of any hidden defects, damp, mould, leaks, pests, structural concerns, hazardous materials, or other conditions that may affect the work;
• Not request or permit any illegal, unsafe, abusive, discriminatory, or harassing conduct;
• Inspect completed services promptly and notify us of any apparent issues within a reasonable time.

You are responsible for any delay, extra cost, or damage arising from inaccurate information, lack of access, inadequate preparation, or failure to meet your obligations under these Terms.

4. Payment Terms and Conditions

Unless otherwise agreed in writing, all fees are due in accordance with the quotation, invoice, or booking confirmation issued by Hawthorn & Vale Property Services Ltd.

• Prices may be quoted as fixed fees, hourly rates, day rates, or estimates.
• Estimates are not binding unless expressly stated as fixed price.
• Materials, parking, parking permits, waste disposal, specialist consumables, and third-party charges may be charged separately unless included in the quoted price.
• We may require a deposit or advance payment to confirm a booking or purchase materials.
• Invoices are payable by the due date stated on the invoice. If no due date is stated, payment is due immediately upon completion unless otherwise agreed.
• Late payments may result in suspension of services and may incur reasonable recovery costs, interest, or administration fees to the extent permitted by law.

If you dispute an invoice, you must notify us promptly with details of the disputed amount and the reasons for the dispute. You must pay any undisputed portion by the due date.

5. Cancellation and Refund Policy

You may cancel or reschedule a booking by giving us reasonable notice. Cancellations made at short notice may incur a cancellation fee to cover reserved time, travel, or materials already ordered.

• If you cancel after we have purchased materials or commenced work, you may be charged for all costs reasonably incurred.
• If access is not provided at the agreed time, or the job cannot proceed due to your failure to meet your obligations, this may be treated as a late cancellation.
• Refunds, if applicable, will be made only for amounts actually overpaid or for services not performed, taking into account any work completed, materials used, and costs incurred.

Where services are provided to the extent permitted by consumer law, any applicable statutory cancellation rights may apply. However, if you request that we begin work during any cooling-off period, you may be required to pay for the work already performed and any materials ordered or used before cancellation.

6. Liability Limitations

We will perform our services with reasonable care and skill. However, to the fullest extent permitted by law, Hawthorn & Vale Property Services Ltd shall not be liable for:

• Indirect, incidental, special, consequential, or punitive losses;
• Loss of profit, loss of business, loss of opportunity, or loss of goodwill;
• Damage caused by pre-existing defects, wear and tear, hidden faults, unsuitable surfaces, or conditions outside our control;
• Damage arising from your failure to disclose relevant information or to prepare the property properly;
• Delays caused by weather, supplier shortages, traffic, access issues, or force majeure events;
• Any third-party products, materials, fixtures, fittings, or items not supplied by us.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

Our total aggregate liability in connection with any service shall, to the extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim.

7. Intellectual Property Rights

Unless otherwise agreed in writing, all intellectual property rights in our quotations, templates, reports, documents, images, logos, designs, written materials, and other content created or provided by us remain the property of Hawthorn & Vale Property Services Ltd or our licensors.

You are granted a limited, non-exclusive, non-transferable licence to use any materials we provide solely for the purpose for which they were supplied. You may not copy, modify, distribute, reproduce, publish, or commercialise our materials without our prior written consent, except as permitted by law.

Any customer-supplied materials, photographs, or instructions remain your property or the property of the relevant third party, and you warrant that you have the right to provide them to us for use in connection with the services.

8. Data Protection and Privacy

We will collect, use, store, and process personal data in connection with providing our services, managing bookings, issuing invoices, communicating with you, and meeting legal or regulatory obligations.

We will take reasonable steps to protect personal data and to process it lawfully, fairly, and transparently. Personal data may be shared with service providers, contractors, accountants, payment processors, insurers, or legal advisers where reasonably necessary for business purposes and in accordance with applicable law.

You are responsible for ensuring that any personal data you provide to us is accurate and that you have the right to disclose it. Where required by law, you may have rights of access, rectification, erasure, restriction, objection, and data portability. Requests relating to privacy should be directed to the contact details set out below.

9. Force Majeure

We shall not be in breach of these Terms nor liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to severe weather, fire, flood, accident, illness, labour disputes, power failure, equipment failure, supplier delays, transport disruption, civil unrest, government action, or any other event of similar nature.

If a force majeure event occurs, we may suspend, delay, or cancel services and will use reasonable efforts to notify you and resume performance as soon as reasonably practicable.

10. Changes to Terms

We may update or revise these Terms from time to time to reflect changes in our business, legal requirements, or service offerings. The updated Terms will apply from the date they are published or otherwise communicated to you.

Continued use of our services after any change to these Terms constitutes acceptance of the revised Terms. If you do not agree to the updated Terms, you should discontinue use of our services and notify us promptly.

11. Applicable Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws applicable in England and Wales, unless mandatory law provides otherwise.

Subject to any mandatory consumer rights or alternative dispute resolution requirements, the courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or related to these Terms or the services provided by Hawthorn & Vale Property Services Ltd.

12. Contact Information

If you have any questions, complaints, notices, or requests relating to these Terms or our services, please contact:

13. Severability Clause

If any provision of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable, or if that is not possible, it shall be severed.

The remaining provisions shall continue in full force and effect. No waiver of any breach or default shall constitute a waiver of any subsequent breach or default.