Our Client Terms and Conditions
Professional Decluttering & Home Organisation Services
Effective from: August 2026
1. Definitions
For the purposes of these Terms & Conditions:
Home Huggers, we, us or our refers to Home Huggers, a partnership operating from:
67 High Street
Wicklewood
Wymondham
Norfolk
NR18 9AJ
Client, you or your refers to the individual, household or business booking and receiving Services from Home Huggers.
Services refers to professional decluttering, organising, space planning, storage advice and any related support provided by Home Huggers, as detailed within your quotation or booking confirmation.
Session means the agreed period during which Home Huggers provides Services at the Property.
Property means the address where the Services are carried out.
Hugger refers to each individual organiser working on behalf of Home Huggers.
Where two Huggers attend the same booking, each Hugger is treated individually for the purposes of time-based and mileage-based charging. Home Huggers will normally travel in one vehicle where practical; however, separate vehicles may occasionally be required due to operational requirements.
2. Services Provided
Home Huggers provides professional home organising and decluttering services designed to create calm, practical and functional living and working spaces.
Our Services may include, but are not limited to:
Decluttering and sorting household or business items.
Organising cupboards, wardrobes, lofts, garages, offices and storage spaces.
Creating practical storage systems.
Space planning and layout recommendations.
Product recommendations and storage sourcing where requested.
Labelling and organising systems.
Practical support with decision-making throughout the decluttering process.
Preparing suitable items for donation.
Unless specifically agreed in writing, Home Huggers does not provide:
Cleaning services.
House removals.
Waste clearance.
Removal of general waste or charitable items.
Removal of white goods, electrical appliances or large furniture.
Home Huggers do offer some additional services which may cover some of these but they will occur an additional charge and must be agreed by both parties.
3. Quotations & Pricing
All quotations issued by Home Huggers remain valid for 14 days from the date of issue unless otherwise stated.
Quotations are prepared using the information provided during your consultation. Should the scope of work change significantly before or during the Session, Home Huggers reserves the right to revise the quotation accordingly.
Where Services are quoted on an estimated time basis, any additional time required beyond the original estimate will be charged at the agreed hourly rate. Wherever possible, we will discuss and agree any additional time with you before continuing.
Hourly Rates
£42.50 per hour, per Hugger
£85.00 per hour when two Huggers are working together
Home Huggers will always work as efficiently as possible. However, decluttering projects are naturally led by the decisions made throughout the Session, and the time required may vary depending on the volume of items, the complexity of the project and the pace at which decisions are made.
4. Booking & Payment Terms
Home Huggers will provide a quotation based on information gathered during an initial consultation, which may take place via Zoom, WhatsApp, telephone or an in-person visit to the Client’s Property.
All quotations are provided in good faith and are based on the information available at the time of assessment. Should the scope of the project change significantly before or during the Session, Home Huggers reserves the right to revise the quotation accordingly.
To secure your booking, a 50% deposit is required. Your booking is not confirmed until the deposit has been received.
The deposit is transferable to a rearranged booking where sufficient notice is provided in accordance with the cancellation policy set out in Section 5.
The remaining balance is payable upon completion of the Service.
Payment is accepted by bank transfer only, unless otherwise agreed in writing.
Mileage
Home Huggers charges 55 pence per mile, per Hugger vehicle, for Properties located more than 10 miles from our headquarters at:
67 High Street, Wicklewood, Wymondham, Norfolk, NR18 9AJ.
Mileage is calculated as a return journey and charged per vehicle attending the booking.
Where practical, Home Huggers will travel in one vehicle. However, separate vehicles may occasionally be required due to operational requirements or scheduling.
Travel time is not charged.
Late payment may result in future bookings being declined until any outstanding balance has been settled.
5. Cancellation & Rescheduling
We understand that plans can occasionally change and will always do our best to be fair and accommodating.
As your Session is reserved exclusively for you, the following cancellation terms apply:
48 hours or more notice – Your Session may be rescheduled without charge, and your deposit will be transferred to the new booking date.
24–48 hours’ notice – 25% of the total booking fee will be payable.
Less than 24 hours’ notice – 50% of the total booking fee will be payable.
Same-day cancellation or non-attendance – 100% of the total booking fee will be payable.
Where possible, Home Huggers will always aim to rearrange your appointment rather than cancel it.
Should Home Huggers need to rearrange your booking due to illness, severe weather or circumstances beyond our reasonable control, we will contact you as soon as possible to arrange an alternative date. Any deposit already paid will be transferred to the rearranged booking.
6. Client Responsibilities
To ensure your Session runs smoothly and safely, Clients agree to the following responsibilities:
All decisions regarding whether items are kept, donated, recycled, sold or disposed of remain the sole responsibility of the Client.
Home Huggers will offer guidance and practical support throughout the process but will never make decisions on behalf of the Client.
The Client is responsible for identifying any items of financial, sentimental or irreplaceable value before or during the Session.
Once the Client has authorised the removal, donation or disposal of any item, Home Huggers accepts no responsibility for any financial or sentimental loss arising from that decision.
The Client confirms they have the legal authority to make decisions regarding all items within the Property.
The Client is responsible for informing Home Huggers of any access arrangements, parking restrictions or security requirements before the Session.
Any parking charges, permits or similar costs incurred while providing the Service will be payable by the Client.
Where an overnight stay is required due to travel distance, this will be agreed in advance and clearly included within the quotation.
The Client is responsible for ensuring that the working environment is safe and suitable for the provision of Services.
Children and pets must remain under the Client’s supervision throughout the Session.
Home Huggers reserves the right to pause or terminate the Session if conditions are considered unsafe or if abusive, threatening or inappropriate behaviour is directed towards any member of the Home Huggers team.
7. Liability, Authorisation & Session Sign-Off
Home Huggers will always exercise reasonable care, skill and professionalism when providing our Services.
Throughout each Session, the Client remains responsible for making all decisions regarding the retention, donation, recycling, sale or disposal of their belongings.
At the end of each Session, the Client will be asked to review and sign a Session Sign-Off & Authorisation Form confirming that:
All items removed, donated, recycled or disposed of were authorised by the Client.
The Client was involved in the decision-making process throughout the Session.
The Client is satisfied with the decisions made.
The Client accepts responsibility once items have left the Property.
Once the form has been signed, Home Huggers accepts no liability for the removal, donation, recycling or disposal of any authorised items, including items later found to have financial or sentimental value.
Nothing within these Terms & Conditions limits or excludes any liability that cannot legally be excluded under the laws of England and Wales.
8. Client Confidentiality & Data Protection
Home Huggers understands that inviting someone into your home requires trust. We are committed to treating every Client, their home and their personal information with complete respect and confidentiality.
Information will only be shared where:
The Client has provided consent.
Disclosure is required by law.
Disclosure is necessary to protect the safety of an individual.
All Home Huggers team members are bound by confidentiality during and after the provision of our Services.
Data Protection
Home Huggers complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We are registered with the Information Commissioner’s Office (ICO).
Personal information is collected only where necessary to provide our purposes.
Services and may include:
Name
Address
Telephone number
Email address
Booking information
Photographs where separate consent has been provided
Personal information will never be sold or shared for marketing purposes.
9. Marketing & Photography
Home Huggers may occasionally take photographs or short videos before, during and after a Session to document the transformation of a space and showcase the Services we provide.
We understand that every home is personal, and we will always respect your privacy.
For this reason:
No photographs or videos will be taken without the Client’s knowledge.
No photographs or videos will be used for marketing or promotional purposes without the Client’s explicit written consent.
Providing consent is entirely voluntary and choosing not to do so will never affect the Service you receive.
Clients may withdraw their consent at any time before images are published by contacting Home Huggers in writing.
Where consent has been provided, photographs and videos may be used on:
The Home Huggers website.
Social media platforms.
Printed and digital marketing materials.
Promotional presentations and advertising.
Where possible, photographs will focus on the organised space rather than personal belongings, helping to protect the Client’s privacy while showcasing the results achieved.
Home Huggers will take reasonable care to ensure that personal information, family photographs, addresses or any other identifying details are not visible in any published images.
10. Complaints & Feedback
At Home Huggers, we are committed to providing a professional, supportive and high-quality service. If you are dissatisfied with any aspect of the Service we have provided, we welcome the opportunity to resolve your concerns promptly and fairly.
If you wish to make a complaint, please contact us by email within 7 days of your Session, providing as much detail as possible.
We will:
Acknowledge receipt within 3 working days.
Investigate the matter thoroughly.
Aim to provide a full written response within 10 working days wherever reasonably possible.
Where appropriate, Home Huggers will work with you to reach a fair and reasonable resolution.
We also welcome positive feedback, testimonials and suggestions, as they help us continually improve the service we provide.
11. Agreement
By accepting a quotation, paying a deposit or booking a Session with Home Huggers, you confirm that you have:
Read these Terms & Conditions.
Understood these Terms &Conditions.
Agreed to be bound by these Terms & Conditions.
These Terms & Conditions form the agreement between Home Huggers and the Client for the provision of professional decluttering and organising services.
Home Huggers reserves the right to amend these Terms & Conditions from time to time. Any changes will apply to future bookings and will not affect bookings that have already been confirmed.
These Terms & Conditions are governed by the laws of England and Wales, and any disputes arising from the Services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Thank You
Thank you for choosing Home Huggers.