Terms & Conditions
Last updated: 5 Nov 2026
These Terms & Conditions explain how bookings with Heartful Home work, what you can expect from me, and what I ask of you in return. My aim is to make the process clear, fair and straightforward, so that you can feel comfortable and supported throughout our work together.
Please read these Terms & Conditions before confirming a booking. I will make sure the agreed services, price, travel arrangements and any other relevant details are clear before we begin.
Business name: Heartful Home
Business owner: Charlotte Hopper (Sole Trader)
Email: [email protected]
Telephone: 07834496625
1. About Heartful Home
Heartful Home provides holistic home organising and decluttering support. I work alongside clients to sort, organise and create more functional, comfortable spaces, helping them feel happier at home and move forward into their next chapter.
My service is collaborative, respectful and non-judgemental. You remain in control of decisions about your belongings and your home.
Heartful Home is not a house-clearance, waste-removal, domestic cleaning, building, specialist cleaning, personal care, counselling or clinical service. I will explain if a task falls outside the services I provide and, where appropriate, may suggest that you contact a suitable specialist.
2. The services I provide
I offer individual sessions and packages, which may include in-person organising and decluttering, remote support by telephone or video, and practical planning between sessions.
The time needed to complete a project depends on the amount of belongings, the spaces involved, the decisions required and any practical challenges. I cannot guarantee that every task or room will be completed within a particular number of hours unless a specific outcome has been expressly agreed in writing.
If we discover that the work is significantly different from what was originally discussed, I will talk this through with you before proceeding with any substantial change to the agreed scope, time or price.
3. Initial consultation, photographs and videos
I offer a free initial consultation, which may take place in person where practical or by telephone or video call.
To assess your project properly, I need to review clear photographs and short videos of the relevant areas before I can confirm a booking or begin providing the service. You can send these to me, or I can take them during an agreed in-person visit.
The images help me understand the space, the volume of belongings, access, practical challenges and the likely scope of the work. This allows me to assess whether I can safely and appropriately help, discuss realistic goals, and provide a fair estimate of the time and cost involved.
You do not need to provide images before the initial consultation, although they may be helpful. A booking cannot be confirmed until I have received and reviewed sufficient images.
If the images do not provide enough information, I may ask for additional photographs or videos before confirming the booking. If I cannot adequately assess the project, I may decline to provide a quote or accept the booking.
Please avoid including images of other people, private documents, computer screens or other sensitive information unless this is necessary and has been discussed with me.
If the condition or scope of the space differs significantly from what the images showed, I will discuss any changes to the plan, time or price with you before proceeding.
4. Photographs, videos and privacy
Photographs and videos may be used to assess your project, plan sessions and understand the spaces and belongings involved.
I will handle images sensitively and in accordance with my Privacy & Data Protection Policy. I will not use photographs or videos of your home or belongings for marketing, social media, publicity or promotional purposes without your separate permission.
I normally delete project photographs and videos within 18 months of your final session, unless there is a legitimate or legal reason to retain them for longer.
Further information about how I collect, use, store and protect personal information is available in the Heartful Home Privacy & Data Protection Policy.
5. Prices and packages
My standard hourly rate is £35 per hour, with a minimum booking of three hours.
The packages currently offered are:
One Day Wonder — £250: six hours of in-person support and one hour of remote support.
The Momentum — £440: three four-hour in-person sessions and two hours of remote support.
The Fresh Start — £770: four six-hour in-person sessions and three hours of remote support.
Package details and prices may change for future bookings. The price applicable to your booking will be confirmed before you agree to proceed.
Any additional work, extra sessions or changes outside the agreed package will be discussed and agreed with you in advance. I will not assume that you have agreed to additional charges simply because more work may be beneficial.
Prices exclude any applicable travel fees and third-party costs unless expressly stated otherwise.
6. Deposits and payment
A 25% deposit of the final agreed service price is required to confirm a booking. If a discount applies, the deposit is calculated after the discount has been applied.
The remaining 75% balance must be paid at least three working days before the first session.
If you book less than three working days before the first session, full payment is required before the session begins.
Instalment arrangements for packages may be agreed in writing in advance. Unless an instalment arrangement has been agreed, the payment schedule above applies.
Payment is by bank transfer against an invoice. Payment details and due dates will be provided on the invoice.
A deposit is not automatically non-refundable in every circumstance. Any amount retained or refunded following a cancellation will be dealt with in accordance with these Terms & Conditions and applicable consumer law.
7. Promotional offers
From time to time, Heartful Home may offer discounts or promotions.
The Christmas flyer offer provides 20% off eligible service or package bookings confirmed with the deposit received by 1 December 2026.
The discount applies to the eligible service or package fee before the deposit is calculated. It does not apply to travel fees or third-party costs. It cannot be combined with another offer unless I agree otherwise in writing.
Any additional eligibility conditions will be explained when the offer is discussed. The agreed discounted price will be confirmed before you book.
8. Travel and travel charges
Heartful Home is based in Kingsthorpe, Northampton. I aim to keep travel arrangements practical and, where possible, to prioritise walking, cycling and public transport.
Travel time is assessed using the typical one-way journey from my base to your home by the most practical available means of transport. It is not based solely on driving time.
The following travel charges apply:
Up to 30 minutes each way: no travel charge.
More than 30 minutes and up to 60 minutes each way: £30 per visit.
More than 60 minutes each way: any travel arrangement and fee must be agreed individually in advance. I may decline a booking if the journey is impractical.
I will confirm any applicable travel charge before you book. For repeat visits to the same address, the agreed fee will normally remain the same unless the journey or travel arrangements change.
Any third-party travel costs, where applicable, will be discussed with you in advance.
9. Your right to cancel
If you book online, by telephone, by email or otherwise at a distance, or enter into a contract away from my business premises, you may have a statutory 14-day cancellation period under consumer law.
Where applicable, I will provide the information required about your cancellation rights and how to exercise them.
If you ask me to begin providing the service during the 14-day cancellation period, I may need your express request to do so. If you then cancel, you may be required to pay a proportionate amount for services already provided, where the law permits. Your statutory rights will be explained and respected.
If the service has been fully performed within the cancellation period following your express request and acknowledgement of the relevant legal consequences, your statutory cancellation rights may be affected as permitted by law.
Nothing in these Terms & Conditions removes any cancellation or refund rights you have under applicable law.
10. Cancelling or rescheduling a session
If you need to cancel or reschedule a session, please contact me as soon as possible. I ask for at least 48 hours’ notice when rescheduling wherever possible.
For cancellations made outside any applicable statutory cancellation period, the following is my usual approach:
Seven or more days before the session: no cancellation charge.
Less than seven days before the session: a charge of up to 50% of the affected session fee may apply.
Less than 48 hours before the session: a charge of up to 100% of the affected session fee may apply.
These are maximum potential charges, not automatic penalties. Any charge will be considered fairly and proportionately, taking account of the circumstances, any reasonable losses I have incurred, costs I have avoided and whether I can fill the appointment. I will also take account of any applicable statutory rights.
For package bookings, I will explain how a cancellation affects the remaining sessions and any payments made.
If you need to cancel because of illness, an emergency or other exceptional circumstances, please let me know. I will consider the circumstances reasonably.
11. If I need to cancel or reschedule
If I need to cancel or reschedule a session, I will let you know as soon as reasonably possible and discuss an alternative date where practical.
If I cannot provide a service you have paid for, I will arrange an appropriate solution, which may include rescheduling or refunding payment for the service not provided, in accordance with these Terms & Conditions and applicable law.
12. Packages and changes to the agreed work
Packages are designed around the scope and goals discussed before booking. I will work with you to agree priorities and make the best use of the available time.
If you would like to change the focus of a session, we can discuss this together. If the change affects the price, time required, travel arrangements or number of sessions, I will explain the implications and obtain your agreement before proceeding.
If a project needs more time than originally anticipated, I will discuss the options with you. You are not obliged to book additional sessions.
Where a package ends before every desired task has been completed, we will review what has been achieved and discuss any remaining priorities. There is no guarantee that all belongings or spaces will be fully organised within the original package.
Any refunds or outstanding payments following a change or early ending of a package will be assessed fairly in accordance with the agreement, the work already provided and applicable consumer law.
13. Removing, donating or disposing of belongings
Heartful Home provides organising and decluttering support, not house clearance or waste-removal services.
With your clear permission, I can take away up to two large carrier bags per visit of items that you have identified for donation or disposal, where this is practical and the items are suitable for me to transport.
I will not decide to remove, donate or dispose of your belongings without your permission. You remain in control of decisions about your possessions.
If more than two large carrier bags of items need to be removed, you are responsible for arranging and paying for the appropriate collection or removal service. Options may include a charity collection, reuse or recycling service, household waste facility, skip or man-and-van service.
I may help you explore suitable options, but I do not automatically arrange, manage or guarantee third-party collection services unless we have expressly agreed this in writing.
Removal of unwanted belongings can be an important part of achieving the aims of a decluttering project. We will discuss practical removal arrangements during planning so that we can make realistic decisions about what can be achieved.
I cannot transport hazardous, prohibited or otherwise unsuitable items.
14. Storage products and organising equipment
I can suggest organising methods and help you research or compare suitable storage products where helpful.
Unless we agree otherwise in writing, you are responsible for choosing, purchasing and paying for boxes, baskets, labels, shelving, furniture and other storage products or equipment.
I aim to make good use of what you already own and avoid unnecessary purchases. I may bring or use small tools, such as a label maker, where appropriate; any relevant arrangements will be discussed in advance.
I am not responsible for installing fixtures, carrying out building work or undertaking tasks that require specialist equipment or qualifications outside my role.
15. Your responsibilities as a client
To help the work proceed safely and effectively, I ask you to:
Provide accurate information about the project and any relevant practical concerns.
Supply the required photographs and short videos before a booking is confirmed.
Provide safe and reasonable access to the agreed areas.
Let me know about relevant hazards, access restrictions or circumstances that may affect the work.
Make decisions about your belongings and give clear permission before anything is removed.
Arrange and pay for any removal services or storage products that are your responsibility.
Pay invoices in accordance with the agreed payment terms.
Treat me respectfully and communicate any concerns or changes as early as possible.
If you are unsure about a decision, we can pause and discuss it. You are not expected to make decisions before you feel ready.
16. Working safely in your home
Your safety and mine are important. Before accepting a booking, I will assess the information available about the work and any foreseeable health and safety risks.
I may pause, postpone or decline work if the home, working conditions or circumstances present a risk to my health or safety, your safety, or the safety of others that I cannot reasonably manage. This may include, for example, unsafe access or blocked exits, unstable piles of belongings, hazardous substances, serious mould or infestation, unsafe lifting requirements, threatening behaviour or other hazardous conditions.
If a concern arises during a session, I may stop the relevant task or end the visit. Where it is safe and appropriate, I will explain the concern and discuss what would need to change before work could continue. If there is an immediate danger, I may need to leave promptly or contact emergency services.
I will not undertake work that requires specialist equipment, training or services outside my role, including hazardous-waste handling, specialist cleaning, pest treatment, building work or house clearance.
If a booking cannot proceed safely, we will discuss any reasonable next steps, including whether the work can be rearranged, adapted or referred to an appropriate specialist. Any payment or refund will be handled in accordance with these Terms & Conditions and applicable consumer law.
17. Confidentiality
I understand that inviting someone into your home and sharing personal circumstances can feel very private. I will treat information about you, your home and your belongings with discretion and respect.
I will not disclose confidential information unnecessarily. However, confidentiality may need to be limited where disclosure is required by law, where there is a serious concern about someone’s safety or welfare, or where sharing relevant information is necessary to address an emergency or safeguarding concern.
Where appropriate and safe to do so, I will explain any concern and discuss the next steps with you.
Further information is available in the Heartful Home Privacy & Data Protection Policy and Safeguarding Policy.
18. Personal information and records
I collect and use personal information to respond to enquiries, assess projects, arrange and provide services, manage payments, maintain necessary records and address any complaints or safety concerns.
I handle personal information in accordance with my Privacy & Data Protection Policy and applicable data protection law.
You can contact me using the details provided in these Terms & Conditions if you have a question about your personal information or wish to exercise your data protection rights.
19. Insurance and professional boundaries
Heartful Home is DBS checked and insured. If you would like further information about the scope of my insurance, please ask.
My role is to provide practical home organising and decluttering support. I do not provide medical care, personal care, clinical or mental health treatment, counselling, legal advice, specialist hoarding treatment, building work, specialist cleaning or house clearance.
If I believe that your needs would be better supported by a specialist service, I may explain this and suggest appropriate organisations or professionals.
20. Complaints procedure
I want you to feel respected, listened to and comfortable throughout your work with Heartful Home. If you are unhappy with any aspect of my service, please tell me so that I have an opportunity to understand your concerns and try to resolve them.
How to make a complaint
Please contact me using the business email or postal address listed on my website. If possible, include:
Your name and preferred contact details.
The date of the session or service concerned.
What happened and what you are unhappy about.
What you would like me to do to put things right.
You do not need to use formal language or follow a particular format.
What happens next
I will aim to acknowledge your complaint within five working days of receiving it and provide a substantive response within 15 working days.
If I need more time to investigate or understand the circumstances, I will let you know why and give you an expected date for a response.
I will consider your concerns fairly, review the relevant information and explain my findings and any steps I propose to take.
If you remain unhappy with the outcome, you can ask me to review my response and explain which aspects you believe have not been resolved. I will reconsider the matter fairly.
Making a complaint will not affect your statutory consumer rights. If we cannot resolve the matter, you may wish to seek independent advice about your options.
I will handle complaint records sensitively and retain them in accordance with my Privacy & Data Protection Policy and any applicable legal requirements.
21. Changes to these Terms & Conditions
I may update these Terms & Conditions from time to time. The version applicable to your booking will be made available before you agree to the service.
I will not retrospectively change the terms of an existing booking without your agreement, except where a change is required or permitted by law.
Any changes to your agreed service, price or booking arrangements will be discussed with you in advance.
22. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
If any part of these Terms & Conditions is found to be unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
Nothing in these Terms & Conditions affects any mandatory legal rights you have as a consumer.
23. Your statutory rights
I will provide services with reasonable care and skill and in accordance with applicable consumer law.
Nothing in these Terms & Conditions excludes or limits any rights or remedies that cannot legally be excluded or limited, including rights under applicable consumer and data protection legislation.
If you have any questions about these Terms & Conditions before booking, please contact me. I will be happy to clarify anything that is unclear.
Statutory cancellation form
Complete and return this form only if you wish to cancel a contract and the statutory cancellation right applies.
To: Heartful Home
Email: [Insert business email address]
Postal address: [Insert postal address, where required]
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Service/package booked: __________________________________
Date of booking: _________________________________________
Name of consumer(s): ____________________________________
Address of consumer(s): __________________________________
Signature of consumer(s) (only if this form is notified on paper):
Date: ______________________________________________