Terms and Conditions

Last updated: May 10, 2026

Introduction

These Terms and Conditions govern the use of bykauffman.co.uk and the provision of personal home services offered under the brand “By Kauffman”. By booking, requesting, confirming, or using any service, you confirm that you have read, understood, and accepted these Terms and Conditions.

Scope of Services

Services are provided personally by Dina Kauffman on a self-employed basis and may include:

Housekeeping and daily domestic cleaning
Laundry, ironing, and wardrobe care
Home organisation and seasonal reset
Personal assistance and errand running
Support for elderly or vulnerable individuals
Companionship and wellbeing support
Grocery shopping, light cooking, and table setup
Pet care, event help, and flexible presence at home
Other practical household support agreed in advance

Any task not specifically agreed in advance may be refused, postponed, or quoted separately.

Bookings and Communication

Services can be booked via the contact form, WhatsApp, phone, email, or direct written agreement.
Each booking is customised based on client needs, preferences, household routines, access arrangements, and availability.
Regular services can be scheduled on a weekly, monthly, or other recurring basis, subject to availability.
By confirming a booking verbally, in writing, by message, by email, or through the website, the client agrees to these Terms and Conditions.

Contracts and Agreements

For recurring services, a personalised agreement or written contract can be established between the client and the service provider.
Contracts or written confirmations may include service frequency, tasks, access arrangements, pets, keys, supplies, parking, payment terms, cancellation terms, and any specific household notes.
All agreements are based on mutual trust, professionalism, respect, confidentiality, and discretion.

Price Quotations and Service Changes

All pricing is discussed transparently and confirmed before the delivery of services.
Quotes are based on the information provided by the client, including property size, condition, tasks required, access arrangements, pets, parking, and any risks or special circumstances.
If the information provided is incomplete, inaccurate, or changes before or during the service, the final price may be adjusted.
Additional tasks, extra time, specialist cleaning, urgent bookings, travel, parking, supplies, or unusual conditions may incur additional charges.
Minimum service charges may apply depending on the type, length, location, and complexity of the booking.

Deposit and Advance Payments

A 50% deposit is required to secure your time slot unless otherwise agreed in writing.
The deposit confirms the booking and reserves the agreed service time for the client.
For larger, urgent, first-time, full-day, specialist, or short-notice bookings, full payment may be requested in advance.
A booking is not guaranteed until the requested deposit or advance payment has been received.
If a booking is cancelled or rescheduled with less than 48 hours’ notice, the deposit may be treated as a non-refundable booking fee.
Cancellations made with at least 48 hours’ notice may be rescheduled or refunded depending on the booking type, preparation already made, and the circumstances.

Invoicing and Payments

Invoices are issued electronically after service completion or according to a pre-agreed schedule.
Payment can be made via bank transfer, cash, or other agreed methods.
Payment is due on completion of the service unless another payment schedule has been agreed in advance.
Invoices must be settled promptly. Late payments may result in delayed, cancelled, or refused future bookings.
Where legally permitted, reasonable late payment charges, administrative costs, debt recovery costs, or interest may be added to overdue payments.

Cancellation and Rescheduling Policy

Cancellations or rescheduling requests should be communicated as early as possible.
At least 48 hours’ notice is required where a deposit has been paid or where the booking has reserved a specific time slot.
For standard smaller bookings, at least 24 hours’ notice is required unless a different arrangement has been confirmed.
For larger, specialist, urgent, recurring, or full-day bookings, a longer notice period may be agreed in advance.
Same-day cancellations, late cancellations, or no-shows may be charged in full or may result in loss of deposit because the service time was reserved for the client.
Where a deposit has been paid, the refund amount may depend on the notice given, the type of booking, and any costs already incurred.
Exceptional circumstances will be considered on a case-by-case basis.

Access, Lock-Outs, and Waiting Time

The client is responsible for ensuring safe and timely access to the property at the agreed appointment time.
If access cannot be gained due to incorrect keys, changed locks, missing keys, unanswered calls, unanswered doorbells, restricted access, ongoing meetings, other occupants, or any other reason outside the service provider’s control, the booking may be treated as a late cancellation.
Waiting time may be charged, and if access is not provided within a reasonable time, the service provider may leave and charge part or all of the booked service fee.
Any access codes, alarm instructions, parking instructions, building entry information, or key arrangements must be provided clearly before the appointment.

Client Responsibilities

Please ensure safe, respectful, and lawful access to the property.
Please notify the service provider of any specific instructions, risks, fragile items, pets, allergies, health conditions, access issues, parking restrictions, or household circumstances before the service.
Clients are encouraged to secure valuables, sentimental items, confidential documents, jewellery, money, medication, private items, and fragile objects before the service.
Clients are responsible for providing accurate information about the property, the required tasks, the household environment, and any known risks.
Clear and open communication is essential for effective and tailored service delivery.

Protection of Valuables, Private Items, and Fragile Objects

The client must notify the service provider of any highly valuable, fragile, delicate, sentimental, irreplaceable, or private items before the service begins.
Where possible, such items should be safely stored away before the service.
Areas with excessive ornaments, fragile displays, unstable shelves, delicate decorations, loose items, or valuable collections may be cleaned only lightly or avoided to reduce the risk of damage.
Desks, paperwork, computers, laptops, televisions, screens, electronic devices, and similar items will not be moved, opened, cleaned in detail, or handled unless specifically agreed in advance.

Pre-Existing Damage and Breakage

All services are provided with reasonable care and attention.
The service provider is not responsible for pre-existing damage, wear and tear, unstable fixtures, loose shelves, weak handles, loose glass, fragile fittings, hidden defects, rust, mould damage, water damage, old stains, weak fabrics, degraded materials, or damage caused by age or poor condition.
The client should report any concern, breakage, or damage within 24 hours of the service.
Any surfaces or items requiring special treatment must be disclosed before the service starts.
The service provider may refuse to clean or handle any item, surface, fixture, appliance, or area where there is a reasonable risk of damage.

Liability

Liability for loss or damage is limited to the value of the booked service unless otherwise agreed in writing.
The service provider is not liable for indirect, incidental, consequential, emotional, business, or financial losses.
The service provider is not responsible for incidents caused by inaccurate information, unsafe conditions, undisclosed risks, pets, third parties, pre-existing damage, or circumstances outside reasonable control.
Any compensation, repair, replacement, or discount will be assessed reasonably based on the circumstances, evidence, and value of the booked service.

Right to Refuse, Pause, or Stop Service

The service provider reserves the right to refuse, pause, or stop a service if the property, task, person, animal, item, or environment is unsafe, unsuitable, unlawful, misdescribed, unhygienic beyond the agreed scope, or likely to cause damage, injury, distress, or unreasonable risk.
Service may be refused where there are hazards such as exposed wiring, strong gas odours, no electricity, no running water, unsafe access, aggressive behaviour, weapons, illegal substances, pests, biohazards, bodily fluids, severe mould, structural risks, or uncontrolled animals.
If the service is refused, paused, or stopped because of circumstances not disclosed in advance or outside the service provider’s control, part or all of the agreed fee may still be payable.

Pests, Infestations, and Contamination

The client must inform the service provider in advance if there are pests, insects, rodents, fleas, bed bugs, infestations, or suspected contamination at the property.
Failure to disclose pests or infestation may result in refusal or cancellation of the service.
Additional charges may apply for protective equipment, disposal, decontamination, replacement of supplies, or deep cleaning of equipment.
The service provider may decline any work that requires specialist pest control, biohazard handling, or professional decontamination.

Allergies, Health Conditions, and Sensitivities

The client must notify the service provider in advance of any allergies, asthma, respiratory conditions, chemical sensitivities, pet allergies, skin sensitivities, or other relevant health conditions.
This allows cleaning products, methods, fragrances, ventilation, pets, and service arrangements to be considered where possible.
The service provider is not responsible for reactions, discomfort, or issues arising from unknown, undisclosed, or inaccurately described health conditions or sensitivities.

Illness and Contagious Conditions

If anyone in the property has a contagious illness, including flu, Covid-19, cold, pneumonia, chickenpox, lice, or another infectious condition, the client should inform the service provider before the appointment.
The service may be rescheduled to protect the client, the household, and the service provider.
If illness is not disclosed before arrival, the service may be refused, shortened, or rescheduled, and cancellation charges may apply.

Pets

Pets remain the client’s responsibility at all times.
Pets should be safely supervised, secured, or kept in a suitable area during the service where necessary.
The client must inform the service provider in advance about pets, pet behaviour, pet allergies, feeding needs, access restrictions, and any safety concerns.
The service provider will take reasonable care around pets but does not accept responsibility for pet escape, illness, injury, behaviour, stress, or accidents unless caused by proven negligence.
If a pet becomes distressed, aggressive, unsettled, or interferes with the service, certain areas may be avoided, the service may be paused, or the appointment may end early.
The client accepts responsibility for any injury, damage, cleaning delay, or additional cost caused by their pet.
Complete removal of pet hair, odours, stains, or related debris cannot be guaranteed, especially where pets remain present during the service.
Pet accidents involving urine, faeces, vomit, blood, or other biological matter may require specialist cleaning and may incur additional charges or be refused.

Supplies, Equipment, and Cleaning Products

Cleaning products and equipment may be supplied by the service provider or by the client, depending on the booking and agreement.
If the client requires specific products, brands, eco-friendly products, fragrance-free products, allergy-sensitive products, or special equipment, this must be discussed before the service.
The client may be asked to provide bin liners, specialist products, appliance manuals, specific cleaning tools, or products suitable for delicate surfaces.
Pet owners may be asked to provide their own vacuum, mop, or other cleaning tools to reduce cross-contamination between homes.
The service provider is not responsible for damage caused by products or equipment supplied by the client unless caused by proven misuse.

Safety and Working Conditions

The service provider will not move very heavy furniture, climb unsafe ladders, access dangerous heights, clean unsafe exterior windows, handle exposed cables, work near strong gas smells, or perform tasks that create unreasonable risk.
The client must provide a safe working environment, including reasonable lighting, ventilation, electricity, water, access, and safe floors or stairs where required.
Tasks involving heavy lifting, unsafe heights, hazardous materials, biohazards, pest infestation, structural damage, or specialist equipment may be refused or quoted separately.

Bodily Fluids, Biohazards, and Specialist Cleaning

Standard domestic and personal home services do not include cleaning human or animal faeces, urine, vomit, blood, bodily fluids, animal cages, litter boxes, soiled clothing, needles, hazardous waste, or similar biohazards.
Where biohazards, trauma cleaning, fire damage, severe mould, crime scene cleaning, hazardous contamination, or specialist decontamination are required, the service may be refused or referred to a specialist provider.
Any specialist cleaning, if agreed, would require a separate quote, appropriate safety measures, and may be subject to additional terms.

Carpet, Rug, Upholstery, and Fabric Cleaning

Carpet, rug, upholstery, mattress, curtain, pram, or fabric cleaning is only included where specifically agreed in advance.
The client must disclose known stains, previous stain treatments, mould, water damage, pet accidents, urine, blood, dye, rust, ink, curry, fake tan, or any other difficult or unknown contamination.
Full stain removal, odour removal, colour restoration, or “like new” results cannot be guaranteed.
Cleaning may reveal or worsen pre-existing damage, fading, shrinkage, weak fibres, colour changes, odours, hidden stains, or material defects.
The client must follow any aftercare and drying instructions. Drying times vary depending on materials, ventilation, temperature, and humidity.

Oven, Appliance, Glass, and Specialist Surface Cleaning

Oven, appliance, shower glass, bath glass, internal glass, delicate surfaces, natural stone, wood, metal, and specialist surface cleaning is only included where specifically agreed.
Ovens must be switched off and cool before cleaning begins.
The client must inform the service provider if an oven is self-cleaning, has special coatings, has damaged seals, loose screws, loose handles, fragile glass, electrical issues, or gas-related concerns.
The service provider does not disconnect gas or electrical fittings and does not dismantle components with internal wiring unless this has been specifically agreed and is safe to do so.
Deep stains, burnt-on marks, enamel damage, scratches, limescale, corrosion, or age-related wear may be permanent.
Cleaning may be refused where there is a risk of shattering, cracking, damage, unsafe access, or worsening existing defects.

Pram, Baby Item, and Child-Related Item Cleaning

Pram, pushchair, baby seat, child seat, or other baby-related item cleaning is only included where specifically agreed in advance.
Child-safe, non-toxic, or baby-friendly products may be used where suitable, but suitability for all allergies, sensitivities, fabrics, finishes, or materials cannot be guaranteed.
Cleaning may improve but may not fully remove stains, odours, mould marks, discolouration, milk residue, food residue, biological contamination, or wear.
Cleaning may alter the appearance, colour, softness, texture, logos, printed elements, decals, labels, finishes, or materials.
Safety straps and similar components may be cleaned only with gentle methods where appropriate. Heavily soiled straps may not be fully restorable.
The service provider is not responsible for pre-existing damage, weak fabrics, loose stitching, cracked plastic, rust, corrosion, previous mould damage, structural weakness, or deterioration.
Cleaning reduces visible dirt and contamination but does not constitute sterilisation and does not guarantee complete elimination of bacteria, viruses, allergens, mould spores, or other microorganisms.
Where mould is present, complete removal cannot be guaranteed, especially where spores have penetrated fabrics, padding, or internal materials.
The client is responsible for deciding whether the item is suitable for continued use after cleaning, especially for infants or individuals with sensitivities.
The service provider may refuse or discontinue service if an item appears unsafe, unsuitable, heavily contaminated, structurally weak, or beyond reasonable restoration.

Photographs, Videos, and Records

Photographs or videos may be taken before, during, or after the service for record-keeping, quality control, evidence of condition, safety, or transparency.
Personal documents, private items, family photographs, personal information, and sensitive details will not intentionally be shown or shared.
Images or videos will not be used for marketing or social media without client consent, unless they are fully anonymised and do not identify the client, address, people, or private information.
The client may opt out of any marketing use of images or videos at any time by contacting the service provider.
Records are stored securely and retained only for as long as reasonably necessary for service, quality, safety, insurance, legal, or administrative purposes.

Confidentiality and Discretion

All client information, household details, private routines, personal circumstances, keys, access details, documents, and conversations are treated confidentially.
No third-party staff, helpers, or subcontractors will be involved unless agreed with the client in advance.
If a separate NDA or confidentiality agreement is required, this can be discussed before the service starts.
Confidentiality does not prevent disclosure where required by law, safety, safeguarding, insurance, legal obligation, or emergency circumstances.

Keys and Property Security

If keys are provided, they will be handled with care and used only for the agreed service or access arrangement.
Keys should not be labelled with the full address or unnecessary personal information.
The client must provide clear instructions for locking doors, closing windows, alarms, gates, pets, deliveries, and other security arrangements.
The service provider will not open the door to delivery drivers, visitors, neighbours, contractors, or other third parties unless specifically instructed by the client.
If a key is lost or security issue occurs, the client will be informed as soon as reasonably possible. Responsibility for replacement, rekeying, or security costs will depend on the circumstances.

Parking, Travel, and Location Costs

The client should inform the service provider of parking restrictions, paid parking, permits, congestion charges, access rules, building entry requirements, or travel difficulties before the booking.
Parking, permits, congestion charges, travel costs, or waiting time may be added to the quote or invoice where applicable.

Collection, Storage, and Transport of Items

Where items are collected, transported, stored, or returned as part of an agreed service, arrangements must be confirmed in advance.
Items not collected or accepted back within an agreed timeframe may be subject to storage charges.
The service provider is not responsible for damage during transport, storage, or handling unless caused by proven negligence.

Service Results and Limitations

The service provider aims to deliver a high standard of care and practical support.
Results depend on the property condition, item condition, age, materials, access, time available, previous maintenance, stains, contamination, and client instructions.
Perfect results, full stain removal, full odour removal, complete restoration, sterilisation, or “like new” outcomes cannot be guaranteed.
If the client is not satisfied with any part of the service, they should raise the concern as soon as possible, preferably within 24 hours.
Where appropriate, the concern may be reviewed and a reasonable solution may be offered, such as further attention to the issue, a partial discount, or another agreed remedy.
Refunds are not automatic and are assessed on a case-by-case basis.

Privacy and Data

Personal data is handled in accordance with the Privacy Policy.
Client information is used only for communication, service booking, invoicing, record-keeping, safety, administration, and legal or accounting purposes.
No personal data is sold to third parties.
Personal data is shared only where necessary to provide the service, comply with legal obligations, protect safety, manage payments, maintain records, or as otherwise described in the Privacy Policy.

Changes to Terms

These Terms and Conditions may be updated to reflect service changes, operational needs, or legal requirements.
The latest version will always be available on the website or provided upon request.
Continued use of the services after updates means the client accepts the latest version of these Terms and Conditions.

Contact

For any questions, updates, cancellations, opt-outs, or feedback, please contact me directly via WhatsApp at +44 7388 350303 or visit bykauffman.co.uk.

By using the services of By Kauffman, you confirm that you have read, understood, and accepted these Terms and Conditions.