Client Terms and Conditions

1. Our Services

Fairy God Mum provides practical decluttering, organising and home reset services for homes, moving projects, wardrobes, paperwork, storage areas and selected commercial spaces.

Services are agreed in advance and tailored to each client. Depending on the project, this may include:

• Decluttering and organising agreed areas
• Packing or unpacking support for home moves
• Wardrobe and closet organising
• Paperwork sorting, filing and system creation
• Storage suggestions and product recommendations
• Light tidying as part of the organising process
• Support with suitable donations where agreed

Fairy God Mum does not provide deep cleaning, clinical support, financial advice, legal advice, hazardous waste removal, pest-related clearance, large furniture lifting, or full house clearance services.

2. Client Responsibilities

To help each session run smoothly, clients are asked to:

• Provide safe and reasonable access to the agreed space
• Be present during the session, or available to make key decisions
• Tell us in advance about pets, allergies, fragile items, hazards or access issues
• Make all final decisions about what is kept, donated, recycled or disposed of
• Ensure that any items being sorted belong to them or that they have permission to make decisions about them
• Arrange removal of waste or unsuitable items where required

Fairy God Mum will not remove, donate, recycle or dispose of any item without the client's agreement.

3. Confidentiality

Your privacy will always be respected.

Any personal information, household details, documents, belongings, photographs or conversations shared during the organising process will be treated as confidential.

We will not discuss your home, personal circumstances or belongings with anyone else unless you ask us to do so or it is necessary for the agreed service.

4. Photography and Social Media

Before-and-after photos may be helpful for tracking progress and showing the transformation of a space.

Photos will only be taken with your permission. Photos will only be shared publicly on the Fairy God Mum website, social media or marketing materials with your clear consent.

Any publicly shared photos will not include your name, address, personal documents, faces or identifying details unless you have specifically agreed.

5. Fees

Sessions are booked as half day or full day sessions. A half day session (3 hours) is charged at £150 and a full day session (6 hours) is charged at £300.

Any service may be booked as a regular repeat session. Where three or more sessions are booked in advance, a 10% discount applies to each of those sessions.

Fees cover the agreed organising time only. Travel, parking, access charges, storage products, disposal costs or third-party services are not included unless clearly agreed in writing.

Session time begins at the agreed start time. If access is delayed or the session is shortened due to client availability, the booked time may still be charged.

Where more time is needed beyond the booked session, an additional full day, half day or extra time at £50 per hour may be arranged, and will always be agreed with you before continuing.

6. Travel and Expenses

Travel charges may apply depending on your location.

For locations more than 10 miles from Exeter, mileage may be charged at £0.55 per mile.

Any parking fees, permits, tolls, congestion charges or access costs connected to the session will be added to the final balance unless otherwise agreed.

7. Payment

Payment is made in full at the time of booking, or by the due date shown on your invoice where payment by invoice has been agreed.

Payment details will be provided at the time of booking.

Fairy God Mum reserves the right to pause future bookings until outstanding payments have been received.

8. Cancellations and Rescheduling

We understand that plans can change.

Please provide at least 48 hours' notice if you need to cancel or reschedule your booking.

Where less than 48 hours' notice is given, Fairy God Mum may charge part or all of the session fee to cover reserved time and any preparation already carried out.

If Fairy God Mum needs to reschedule due to illness, emergency, unsafe conditions or circumstances outside our control, we will contact you as soon as possible and offer a new suitable date. Any payment already made will be carried forward to the new booking.

9. Donations, Recycling and Disposal

Fairy God Mum can help you identify items suitable for donation, recycling or disposal.

For local clients, we may be able to take suitable donations to a charity shop free of charge where practical and agreed in advance. This is offered as a helpful extra, not as a guaranteed removal service.

Charity shops and third-party organisations may refuse items at their own discretion. Fairy God Mum is not responsible for items refused by a charity, recycling centre or disposal service.

Any decisions about donating, recycling, selling or disposing of belongings remain the client's responsibility.

10. Product Sourcing

Where storage solutions or organising products are required, Fairy God Mum can recommend and source suitable products on your behalf.

A 10% product sourcing fee (minimum £20) will be applied to the total cost of products purchased. This covers the time spent researching, selecting, ordering and coordinating suitable products for your space.

All product recommendations and purchases will be discussed with and approved by you before any orders are placed. The cost of the products themselves is charged separately.

Where products purchased by Fairy God Mum need to be returned due to a change of mind of client after purchase, any additional time spent arranging returns or exchanges may be chargeable at Fairy God Mum's standard hourly rate.

11. Health and Safety

Fairy God Mum reserves the right to refuse or stop work if a space is unsafe.

This may include, but is not limited to, hazardous materials, unsafe structures, pest infestation, mould, dangerous access, aggressive animals, or any situation that presents a risk to health and safety.

If a session cannot continue safely, we will discuss the next steps with you.

12. Liability

Fairy God Mum will take reasonable care when handling your belongings.

However, we cannot accept responsibility for damage or loss caused by pre-existing wear and tear, fragile condition, poor storage, structural weakness, hidden faults, or the natural condition of an item.

All decisions about what to keep, donate, sell, recycle or dispose of remain the responsibility of the client.

Once items are passed to a charity, recycling centre, disposal service, buyer or other third party, Fairy God Mum is not responsible for what happens to those items.

Fairy God Mum's total liability for any claim connected with a session shall not exceed the total amount paid for that specific session, except where liability cannot legally be limited.

13. Unexpected Circumstances

Fairy God Mum will not be responsible for delays, cancellations or inability to provide services due to circumstances beyond reasonable control.

This may include illness, injury, family emergency, extreme weather, transport disruption, unsafe working conditions or other unforeseen events.

Where this happens, we will do our best to rearrange the session for a mutually convenient date.

14. Agreement

By confirming a booking with Fairy God Mum, you confirm that you have read, understood and accepted these Client Terms and Conditions.