client t&cs
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new client disclaimer
terms & conditions
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Private PA Terms & Conditions
As your dedicated Private Personal Assistant, I am committed to providing professional, discreet, and reliable support tailored to your personal and professional needs. The following terms are designed to ensure clarity, mutual respect, and a seamless working relationship:
1. Scope of Services
My role is to provide a range of administrative, personal, and lifestyle support services as agreed upon. This may include, but is not limited to: managing diaries and schedules, coordinating travel arrangements, handling correspondence, organising events, running errands, booking appointments, preparing documents, and other bespoke tasks that we mutually agree on. Any requests outside of the agreed scope, especially urgent or last-minute tasks, may be subject to additional fees.
2. Confidentiality and Discretion
I understand that the nature of my work may involve access to highly sensitive personal, professional, or financial information. I am committed to maintaining strict confidentiality at all times. No details of your personal or professional affairs will be disclosed to any third party without your explicit consent. Discretion is a cornerstone of my service, and I take this responsibility very seriously.
3. Communication and Instructions
To provide you with the highest level of support, clear, timely, and accurate instructions are essential. I ask that you communicate tasks, priorities, and expectations as clearly as possible. If instructions are unclear or incomplete, I will seek clarification before proceeding to ensure accuracy and efficiency.
4. Working Hours and Availability
My working hours, including any agreed-upon regular or ad hoc sessions, will be specified in advance. Requests outside of these hours may be accommodated where possible, but may incur additional charges. I aim to provide consistency and reliability, and I appreciate reasonable notice for all scheduling requests.
5. Payment Terms
Fees, invoicing schedules, and accepted methods of payment will be agreed prior to commencing our working relationship. Payments are expected promptly according to the agreed schedule. Late payments may be subject to additional charges. Any additional services or urgent tasks outside of the agreed scope will be invoiced separately.
6. Cancellation and Notice Policy
I request advance notice for any cancellations, rescheduling, or changes to the agreed plan. Last-minute changes or cancellations may incur a fee, depending on the circumstances, to reflect the time and resources already allocated.
7. Liability and Responsibilities
While I aim to perform all tasks with care, attention, and professionalism, I cannot accept responsibility for decisions made by you based on the work I provide, unless negligence on my part can be proven. My role is to assist, organise, and advise, but the ultimate decision-making responsibility remains with you.
8. Intellectual Property and Data Handling
Any documents, schedules, digital content, or creative work that I produce on your behalf remain your property. I will handle all materials responsibly, ensuring secure storage and careful management of any personal or sensitive data.
9. Professional Conduct
I commit to maintaining a high standard of professionalism, courtesy, and integrity in all our interactions. I expect the same level of respect and professionalism from you, as this ensures a mutually positive working relationship.
10. Dispute Resolution
In the unlikely event of any misunderstandings or disputes, I encourage open, prompt, and constructive communication. Where necessary, issues may be escalated to mediation or legal channels, but my goal is always to resolve matters amicably and efficiently.
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11. Termination of Services
Either party may terminate this agreement with reasonable notice, as agreed upon. Outstanding fees for completed work will remain payable, and any ongoing or future tasks will cease as per the notice period.
12. Commitment to Excellence
Above all, my goal is to make your life easier, more organised, and stress-free. I strive to anticipate your needs, act proactively, and provide a seamless, discreet, and professional service that you can rely on completely. Your trust, confidence, and satisfaction are my high priorities.
Dear Valued New Customer
Whilst we are so excited to have you on board, there are a few things we need to cover. Having operated for nearly 3 years, we like to think of ourselves as now seasoned in the industry, speaking with knowledge and expertise.
Our ethos as a company is we always want to deliver the best, most long-lasting results for our customers. This isn’t possible, however, without the clients’ cooperation.
So as of 2025 onwards we will be tackling new clients differently.
Please read the below carefully, & if you are happy to continue in this fashion, please contact Sarah on her number below & she will book you in for your first appointment.
We hope you can see the sense behind the process below:
♡ CLEANING APPOINTMENT TIMES: We always have, and always will, ONLY do a minimum of 4 hours PER APPOINTMENT/VISIT. We are a firm believer that no matter how big or small your property is, a GOOD, thorough, proper clean cannot be attained in anything less than 3 hours. We have cleaned hundreds of homes and have experience to back this.
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♡ DEEP CLEANS VS. GENERAL CLEANING: We will no longer be general cleaning properties that have not FIRSTLY been deep cleaned by ourselves. Unfortunately, we have had rogue customers in the past who expect their properties to be brought up to a deep clean standard in the time that only a general clean can be done. We will no longer be taking clients on like this anymore - where we just hope for the best.
APPOINTMENT 1: Will tackle the kitchen in 4 hours to a deep clean standard.
APPOINTMENT 2: Will tackle the bathroom(s), of course dependant on how many you have in the property. If you have 4 bathrooms in your property, it MAY take 2 appointments alone dedicated to getting just these bathrooms up to a high and professional standard.
APPOINTMENT 3 & 4: Will be spent quickly deep cleaning any bedrooms or living rooms you may have.
ONLY ONCE THE DEEP CLEANING HAS BEEN COMPLETED CAN WE LOOK TO START JUST GENERAL CLEANING YOUR WHOLE PROPERTY FROM TOP TO BOTTOM IN THE 4 HOUR APPOINTMENTS YOU HAVE WITH US.
*This not only makes general cleans quicker and easier thereafter for the cleaners, but it also keeps your house fresher for longer producing better results. In turn, this saves you both time AND money as cleans last longer/are more manageable.
Please use common sense when estimating how long your property will take to get to a professional cleaning standard. Abuse towards either me or my staff mid-job will not be tolerated. Nor will unrealistic expectations about how long you think cleaning should take. We of course work as fast and as thoroughly as we can (as we like to work for every ounce of our money), but any intention on the clients’ part to try & get free cleaning work out of us will not be tolerated. Please be respectful. Similarly, any comments about what ‘other’ cleaners did for you in the past will not be tolerated either. We work to a higher standard than most we have seen. 9/10 we are called in to revisit the work of cleaners just gone. We are a ‘premium’ cleaning service, not cheap and/or incompetent.
We will of course work as fast as we can, and if we manage to get all the deep cleaning completed sooner than expected then that’s great all round!
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♡ APPOINTMENT DAYS & TIMES: We do ALL that we can to ensure that we arrive to your pre-booked cleaning appointments on the set date/time agreed. Unfortunately, there have been instances where a client has had to cancel last minute and/or reschedule. When this happens (though we urge clients not to) it creates a massive gap in the schedule, meaning Sherine/my other assistants are hanging around in London for hours on end where the client gap has been created. I sadly cannot expect them to be subjected to such long waiting times in between appointments (especially where they don’t get paid for the time between cleans). Therefore, if I need to bump your appointment backwards or forwards in the day, your cooperation & help would be greatly appreciated. It shouldn’t be too drastic a time difference, but again sometimes things are completely out of my control. If all else fails we will cancel your appointment and reschedule for another day.
♡ the 48-hour rule: Following on from the previous point, the 48-hour rule means that any cleaning appointments cancelled by the client themselves WITHIN the 48-hours before the clean is to take place (this includes trying to reschedule the appointment last-minute) will be charged at FULL PRICE. Sherine & my other girls take time out of their normal working week to help and work for you all. Cancelling on them last minute not only means they lose out on money they could have
made through my business, but also from their other lines of work that they are committed to. So it is duly advised that you think carefully about whether you are definitely able to meet a cleaning appointment before booking one in with us.
♡ scheduling: Sarah works as fast as she can to schedule your cleaning appointments in each week. We have set up a very detailed and careful diary monitor of when and who we are to see that week. Failure to respond to Sarah on time when she is trying to schedule the cleans in for that week cause a massive issue and knock-on affect to other customers in our database. Please, therefore, if you could keep Sarah’s text messages as a high priority on your phone when she texts you, it would be very much appreciated. This is to aid the very smooth running of the business, as if one customer fails to respond when their clean is due to happen, it can affect the cleaning schedule for up to 2 weeks ahead of time.
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♡ Prompt payment: We work very hard to clean your homes, therefore prompt payment for our services would be greatly appreciated. Payroll occurs each and every SUNDAY of the week. Failure to pay for your clean that has just taken place by Sunday each and every week not only means I cannot pay my assistants for their hard work, but it also means we have to draw into question your ability to afford a cleaner. We like to be understanding and helpful to our customers, so in exceptional circumstances we can help delay payment made to us. But the general rule of thumb is that if payment is not made to us by Sunday of each week, we will have to sadly terminate you from our cleaning register. This is simply because the business cannot function, travel to and from you cannot be paid, and wages cannot be paid without properly monitored cash flow into the business.
These Terms & Conditions will always be updated on our website www.londonholistic.org. If in any doubt, please do not hesitate to contact Sarah (the Founder) on her contact details below.
Very many thanks & we look forward to working with you.
Sarah Clarke
Founder & supervisor
Tel. +44 (0) 7477 2020 44
Email. besthousekeepingco@gmail.com
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