TERMS & CONDITIONS

LAST UPDATED: 20 August 2026

These terms apply when Housemate provides property services to you as a consumer.

They're here to make sure we're both clear about what we've agreed, what you can expect from us and what we need from you.

We've tried to keep them straightforward. If anything isn't clear, please ask us before accepting your quote.

Housemate
hello@housemate.services
01392 123456

1. YOUR AGREEMENT WITH HOUSEMATE

Your contract with Housemate consists of:

  • the quote or written description of the work we've provided;

  • any variations or additional work subsequently agreed between us; and

  • these Terms & Conditions.

Please read everything carefully before accepting a quote.

A contract is formed when you accept our quote or otherwise clearly instruct us to proceed with the work.

If anything in your quote specifically differs from these general terms, the wording in the quote will take priority for that particular job.


2. OUR QUOTES

Unless we say otherwise, our quotes are valid for 30 days from the date they're issued.

A quote is based on the information reasonably available to us at the time, including anything you've told or shown us and anything we've been able to inspect.

We'll make clear what work is included and, where appropriate, what isn't.

Where we've provided a fixed quote, we won't increase that price simply because the work takes us longer than expected.

The price may change where:

  • you ask us to change or add to the work;

  • something outside the agreed scope is discovered;

  • previously hidden conditions materially affect the work; or

  • another circumstance arises that genuinely changes what is required.

Where that happens, we'll explain the situation and agree any additional work and associated cost with you before proceeding wherever reasonably practicable.

If the scope changes, we'll talk about it before the price does.


3. ESTIMATES

Sometimes it isn't reasonably possible to determine the exact cost of work in advance.

Where we provide an estimate rather than a fixed quote, we'll make that clear.

An estimate is our reasonable assessment of the likely cost based on the information available at the time.

If it becomes apparent that the actual cost is likely to be materially different from our estimate, we'll let you know as soon as reasonably possible and discuss how you'd like to proceed.


4. DEPOSITS & ADVANCE PAYMENTS

We may ask for a deposit or advance payment before reserving dates, ordering materials or starting work.

The amount and payment date will be shown on your quote.

Any deposit or advance payment will be taken into account when calculating the final balance.

If the contract is cancelled, whether any part of an advance payment is retained will depend on the circumstances, including work already completed, materials or bespoke items already reasonably ordered, costs we've already incurred and any other direct loss caused by the cancellation.

We will not retain more than is reasonable in the circumstances.

Your statutory cancellation rights, where applicable, are explained below.


5. PAYMENT

Your quote will explain when payment is due.

Depending on the size and nature of the project, this may involve:

  • payment on completion;

  • a deposit followed by a final payment; or

  • staged payments during a larger project.

Invoices should be paid by the due date shown on the invoice.

If you believe an invoice is incorrect, please tell us as soon as possible so we can look into it.

For larger projects, we may pause work where an undisputed stage payment remains overdue after we've given you reasonable notice.


6. MATERIALS

Unless agreed otherwise, Housemate may source and supply materials required for the work.

Where materials are included in our quote, we'll make this clear.

Occasionally a specified product or material may become unavailable or unsuitable. If that happens, we'll discuss suitable alternatives with you before making a material substitution.

Natural materials can vary in colour, grain, texture and appearance. These natural variations aren't normally defects.

7. CUSTOMER-SUPPLIED PRODUCTS & MATERIALS

You're welcome to supply products or materials for us to install where we've agreed to do so.

You are responsible for ensuring customer-supplied items are:

  • suitable for their intended purpose;

  • compatible with the property and installation;

  • available when required; and

  • complete and undamaged.

We'll use reasonable care and skill when installing them, but we aren't responsible for defects inherent in products or materials you have supplied.

If an item you've supplied is unsuitable or prevents us from completing the agreed work, we'll explain the problem and discuss the options with you.

Additional work or return visits caused by missing, incorrect, defective or unsuitable customer-supplied items may be chargeable. We'll tell you before incurring additional charges where reasonably practicable.


8. HIDDEN & UNEXPECTED PROBLEMS

Properties occasionally contain surprises.

Once work begins, we may discover issues that couldn't reasonably have been identified beforehand — for example hidden damage, deterioration, unsafe previous work or problems behind walls, floors, fixtures or fittings.

Where an unexpected issue materially affects the agreed work, we'll explain:

  • what we've found;

  • why it matters;

  • what we recommend doing; and

  • any effect on the price or programme.

We won't simply carry out substantial additional chargeable work without discussing it with you first, except where immediate action is reasonably necessary for safety or to prevent further damage.


9. CHANGES TO THE WORK

We understand that plans sometimes change.

If you'd like to add, remove or change something after work has been agreed, tell us as soon as possible.

We'll explain any effect the change is likely to have on:

  • price;

  • materials;

  • completion dates; and

  • other parts of the project.

Where the change is significant, we'll confirm the variation and any additional price in writing before carrying it out.


10. ACCESS TO YOUR PROPERTY

You agree to provide reasonable access to the property at the times agreed so that we can carry out the work.

Unless we've agreed otherwise, you'll also need to provide reasonable access to electricity, water and other utilities required to complete the job.

If we're unable to work because agreed access hasn't been provided, we'll discuss the impact with you. Where this causes us a direct and unavoidable additional cost, we may charge that reasonable cost after explaining it to you.


11. GETTING THE SPACE READY

We'll take reasonable care of your property while we're working.

Depending on the job, we may ask you to remove or secure valuables, fragile items, furniture or personal possessions from the working area before we arrive.

Please also make appropriate arrangements for children and pets where necessary to keep everyone safe while work is taking place.

We'll let you know in advance where there are particular requirements.


12. PARKING & PERMITS

Unless included in your quote, reasonable parking charges or permits required specifically to carry out the work may be charged in addition to the quoted price.

Where practical, we'll let you know about these costs beforehand.


13. WORKING DATES & COMPLETION

We'll agree expected working dates with you and make reasonable efforts to keep to them.

For larger projects, any completion date or programme is an estimate unless we've expressly agreed otherwise.

Sometimes work can be delayed by circumstances outside our reasonable control, including:

  • severe weather;

  • unavailable or delayed materials;

  • unexpected conditions at the property;

  • changes requested by you;

  • delays caused by other contractors;

  • illness or emergencies; or

  • events that couldn't reasonably have been anticipated.

If something significant affects the programme, we'll keep you informed and work with you to establish a revised timetable.


14. OTHER CONTRACTORS

Where other contractors are working at the property, we'll make reasonable efforts to coordinate our work with them.

We aren't responsible for delays, defects or additional work caused by another contractor, except to the extent that Housemate is responsible for managing or coordinating that contractor as part of our agreed scope.

If another contractor's work prevents us from carrying out ours as planned, we'll let you know.

15. WASTE & CLEARING UP

We'll keep our working area reasonably tidy and take appropriate care of your home while work is underway.

Removal of building waste, old fixtures, packaging or other materials will be included where your quote says that it is.

Where waste disposal isn't included, we'll make clear what you are responsible for arranging.

We won't dispose of items belonging to you unless we've agreed to do so.


16. YOUR RIGHT TO CANCEL

Depending on how and where the contract is made, you may have a statutory right to cancel it.

For many contracts agreed online, by telephone, by email or away from our business premises, consumers have the right to cancel within 14 days without giving a reason.

Where this statutory cancellation right applies, we'll provide the required cancellation information.

You can tell us that you wish to cancel using the cancellation form we provide, or by making any other clear statement that you want to cancel.

Nothing in these terms affects any statutory cancellation rights you have.


17. STARTING WORK WITHIN THE 14-DAY CANCELLATION PERIOD

Sometimes you may want Housemate to start work before your statutory cancellation period has ended.

Where the law requires it, we'll ask you to expressly request that we begin the service during the cancellation period.

If you then cancel after we've started work at your request, you may have to pay a reasonable amount for the services supplied up to the point you tell us you're cancelling.

If the service is completed in full during the cancellation period following the necessary request and acknowledgement from you, your statutory right to cancel that completed service may end.

We'll explain this to you before asking you to request an early start.


18. CANCELLING AFTER ANY STATUTORY CANCELLATION PERIOD

You can still ask to cancel work after any statutory cooling-off period has expired.

Please tell us as soon as possible.

Depending on the circumstances, you may need to pay for:

  • work we've already carried out;

  • materials or bespoke products reasonably ordered for your project that cannot reasonably be returned or reused;

  • commitments we've reasonably made specifically for your project; and

  • other direct losses we reasonably incur because of the cancellation.

We'll take reasonable steps to minimise our losses and won't charge more than is reasonable in the circumstances.

We'll explain how any amount due has been calculated.


19. IF HOUSEMATE NEEDS TO CANCEL

We don't expect this to happen, but there may be circumstances where we're unable to carry out or complete work as agreed.

Where possible, we'll discuss the situation with you and try to find a reasonable solution.

We may need to suspend or end the contract where, for example:

  • carrying out the work would be unsafe or unlawful;

  • you seriously breach the agreement and don't put matters right after we've given you a reasonable opportunity to do so;

  • you repeatedly prevent reasonable access to the property;

  • an undisputed payment remains substantially overdue after reasonable notice; or

  • circumstances genuinely outside our control make it impossible to carry out the work.

If we end the contract where you aren't at fault, we'll refund any advance payment relating to work or materials we haven't provided, subject to your legal rights.


20. OUR STANDARD OF WORK

Housemate will provide its services with reasonable care and skill.

We take pride in our work and want you to be happy with the finished result.

If you think something isn't right, please tell us as soon as reasonably possible so we have the opportunity to investigate and, where appropriate, put it right.


21. THE HOUSEMATE GUARANTEE

In addition to your statutory rights, Housemate provides a 12-month workmanship guarantee on qualifying work.

The guarantee normally runs for 12 months from completion of the relevant work and covers defects arising directly from Housemate's workmanship.

Full details, including exclusions and how to make a claim, are set out in our separate Housemate 12-Month Workmanship Guarantee.

Nothing in that guarantee or these terms restricts your statutory consumer rights.


22. IF SOMETHING GOES WRONG

Please contact us if you're unhappy with any aspect of our work.

We'll take your concern seriously and try to resolve it fairly.

Where a complaint relates to workmanship, please give us a reasonable opportunity to inspect the issue and, where appropriate, put it right before arranging for someone else to alter the affected work.

This doesn't prevent you taking reasonable urgent action where necessary for safety or to prevent further damage.

If something's not right, we'd rather know about it and have the chance to put it right.


23. DAMAGE & EXISTING CONDITIONS

We'll take reasonable care to avoid damaging your property.

Housemate is responsible for damage caused by our failure to use reasonable care and skill or otherwise caused by our breach of contract or negligence.

We aren't responsible for damage resulting from pre-existing defects or conditions that we couldn't reasonably have identified before starting work, except to the extent that we cause or worsen that damage through our own failure to use reasonable care and skill.

Where work necessarily involves disturbing existing finishes, we'll explain the likely effect where reasonably possible.


24. OUR RESPONSIBILITY TO YOU

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these terms excludes or restricts your statutory rights or our responsibility for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

We're responsible for losses that are a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill.

We're not responsible for losses that are purely business-related where you're contracting with us as a consumer for private residential purposes.


25. PHOTOGRAPHS

We may take photographs of work where reasonably necessary to record progress, document existing conditions or maintain project records.

We won't use identifiable photographs of your property for marketing, our website or social media without your permission.

Where we'd like to feature a completed project, we'll ask you separately.

Saying no won't affect the service you receive.


26. YOUR PERSONAL INFORMATION

We'll handle personal information in accordance with our Privacy Policy.

This explains what information we collect, why we use it, who we may share it with and your rights.


27. RIGHTS UNDER THESE TERMS

If we don't immediately enforce a right under these terms, that doesn't necessarily mean we've given up that right.

If any particular term is found to be unlawful or unenforceable, the remaining terms will continue to apply so far as legally possible.


28. CHANGES TO THESE TERMS

The terms that apply to your contract are the version provided or made available to you when the contract is agreed.

We won't retrospectively change your agreed terms simply because we've subsequently updated the standard terms on our website.

Any changes to your particular agreement must be agreed between us.


29. LAW & DISPUTES

These terms are governed by the law of England and Wales.

Nothing in this section affects any mandatory rights you may have regarding where legal proceedings can be brought.

We hope things never get that far.

If there's a problem, we'd much rather talk about it and find a sensible way to put things right.


QUESTIONS?

If there's anything in these terms you don't understand, please ask before accepting your quote.

Housemate
hello@housemate.services
01392 123456