Services Terms and Conditions

Itz Home Limited is a company registered in England and Wales with company number 15458141, whose registered office is at 71 Burscough Street, Ormskirk, L39 2EL. These Service Terms and Conditions (“Terms”) govern your access to and use of our services platform, including our website, mobile application, and other online services (collectively, the “Platform”)

By accessing or using the Platform, you agree to comply with and be bound by these Terms. If you do not agree to these Terms, do not use the Platform.

Itz Home Limited acts as an introductory agent for a range of service professionals and is authorised by such service professionals to enter into contracts with the Client on their behalf. Itzhome Limited will do this by taking the Clients booking enquiry and allocating the booking to an appropriate service professional.

Once Itz Home Limited indicates acceptance a Clients booking request by sending the Client confirmation of the Professional a contract will come into existence between the Client and the Professional on the terms set out below. Please note that the Client contract is with the Professional and not Itz Home Limited and responsibility for the provision of the services rests solely with the Professional.

1. DEFINITIONS

1.1 When the following words with capital letters are used in these Terms, this is what they will mean:

1.1.1 Itzhome: Itz Home Limited trading as “Itzhome”, a company registered in England and Wales with company number 15458141 whose registered office is at 71 Burscough Street Ormskirk L39 2EL;

1.1.2 Cancellation Charge: a charge applied for cancellation of a booking for Services(s) as outlined in our Cancellation and Rescheduling Policy

1.1.3 Rescheduling Charge: a charge applied for a change of the time of appointment(s) with less than 48 hours’ notice as outlined in our Cancellation and Rescheduling Policy

1.1.4 Client: is an individual or business using the Platform to request and receive Services from the Professional

1.1.5 Customer Equipment: all materials and equipment required for the performance of the Services;

1.1.6 First Confirmation Email: the email sent to you by Itzhome following your initial booking enquiry, attaching a copy of these Terms and setting out the details of the Services you have requested, the estimated timescales and costs involved and other key information relating to the provision of the Services;

1.1.7 Materials: means any materials, goods, parts or items the Professional needs to buy necessarily in order to perform the Services, as may be set out in the First Confirmation Email;

1.1.8 Marketplace Payments: the Itzhome platform may facilitate payments between Clients; and Professionals through our payment processing partner Stripe;

1.1.9 Platform: including the itzhome.com website, mobile application, and other online services;

1.1.10 Professional: means any individual the Itzhome platform allocated to provide the Services to you;

1.1.11 Second Confirmation Email: the email sent to you by Itzhome confirming your booking and the identity of the Professional who will provide the Services;

1.1.12 Services: the services that the Professional is providing to you in accordance with your booking and as set out in the First Confirmation Email;

1.1.13 Taxes: Payments required by these Terms may be stated exclusive of all taxes, duties, levies, imposts, fines or similar governmental assessments, including sales and use taxes, value-added taxes, goods and services taxes, excise, business, service, and similar transactional taxes imposed by any jurisdiction and the interest and penalties thereon (collectively, “Taxes”). Certain jurisdictions, however, may require us to collect Taxes from you in connection with the purchase of, payment for, access to, facilitation of or use of the Services, and you will be responsible for and bear Taxes associated with the purchase of, payment for, access to, or use of the Services. Charges are inclusive of applicable Taxes where required by law.

1.1.14 Terms: the terms and conditions set out in this document;

1.1.15 Working Days: Monday to Friday each week, excluding Bank Holidays.

2. PROFESSIONAL REPRESENTATIONS, WARRANTIES AND USE OF THE PLATFORM

2.1 Access to and use of the Platform is available only to individuals who are at least 18 years old and can form legally binding contracts under applicable law. By accessing or using the Platform, you represent and warrant that you meet these requirements.

2.2 Professional Obligations and Warranties:

2.2.1 By registering or using the Platform to offer, post, or provide professional services (Services”) Professionals represent and warrant that they, and their employees, agents, suppliers, contractors, and subcontractors who may perform work for them, are properly and fully qualified, experienced, licensed, certified, bonded, and insured, as required by applicable laws or regulations in the jurisdictions in which they offer their Services and for the specific jobs they are performing;

2.2.2 Professionals agree to comply with all applicable laws, including privacy laws, for any personal information obtained from the Platform;

2.2.3 Itzhome does not sell or otherwise provide Services. Itzhome may directly provide home project consultations and related services on the Platform to Clients, but any Services solicited as a result of these consultations or services are provided by independent Professionals without any representation or warranty from Itzhome other than as expressly provided herein;

2.2.4 Itzhome facilitates Service transactions by displaying Professional profiles, enabling communication between Clients and Professionals, booking appointments for Services, assisting in the selection of Professionals for certain Clients, and processing payments for certain Services. Clients understand that this facilitation does not constitute a warranty in relation to the Services;

2.2.5 Professionals understand and agree that using the Platform does not guarantee engagement for Services. Clients understand that any Services they solicit and/or pay for using the Platform are solicited directly from the Professional providing such Services;

2.2.6 Professionals understand and agree that they are customers of Itzhome, not employees, joint venturers, partners, or agents of Itzhome;

2.2.7 Professionals provide their own equipment, select their own jobs, develop their own expertise, and determine their own work schedule;

2.2.8 Itzhome does not control, and has no right to control, the services provided by a Professional, including the details of how such services are provided, except as specifically noted herein or on the Platform.

2.3 Background Checks;

2.3.1 Itzhome, as permitted by applicable laws, obtains reports regarding Professionals, which may include history of criminal convictions or sex offender registration. We may limit, block, suspend, deactivate, or cancel a Professional’s account based on the results of such a report, with or without notice. By using the Platform, Professionals agree and authorize us to use their personal information, such as full name and date of birth, to obtain such reports from our vendors. Professionals agree to inform Itzhome of any material criminal convictions that occur after any such reports are run.

3. CLIENTS CONTRACT WITH THE PROFESSIONAL

3.1 If you are a Client, your contract with the Professional will be formed in the following way:

3.1.1 When you make a booking enquiry by telephone or email, or through the booking enquiry form on the Itzhome Platform, you will be required to acknowledge that you have read and understood these Terms;

3.1.2 Itzhome will then provide a non-binding estimate based on the information you have provided. If you choose to proceed with the booking, your request to provide the Services will constitute an offer;

3.1.3 Itzhome, as an agent, indicates its acceptance of your offer on behalf of the Professional by sending you the First Confirmation Email confirming the price and other details of your booking and providing a copy of these Terms for you to retain for your records. At that point, your contract with the Professional will come into force and these Terms will be binding on you;

3.1.4 At any time up to the day before your appointment, Itzhome will send you the Second Confirmation Email to remind you about your booking and to confirm the details of the Professional who will perform the Services for you.

3.1.5 You can cancel the Services for any reason during a 14-day cancellation period as set out under the Consumer Contracts Regulations. The cancellation period begins the day after the contract was made however will end if the Services are provided by the Professional to you during the 14 day cancellation period

3.2 For the avoidance of doubt, Itzhome acts as an introductory agent for the Professional and is authorised by the Professional to enter into a contract with you on its behalf. Your contract is with the Professional and responsibility for the provision of the Services is the Professional’s alone. You agree that Itzhome takes no responsibility (directly or indirectly) and incurs no liability of any kind for the provision of the Services by the Professional.

3.3 If you are within the 14-day cancellation period you may make a change to the booked Services without charge at any time prior to the start of the Services by contacting Itzhome. Please try to give at least 48 hours’ notice, otherwise the Professional may not be able to accommodate the changes you wish to make.

3.4 If the Services start within the 14-day cancellation period you loose all rights to cancel the Service.

3.5 If you wish to cancel or reschedule the Services within 48 of the Services starting you may be charged as set out in our Cancellation and Rescheduling Policy

3.6 Itzhome shall have no obligation to provide an estimate and may withdraw any estimate at any time prior to sending the Second Confirmation Email. Any estimate shall be deemed reasonable sum to cover any extra work that is required. Any additional charges will be agreed with you in advance. An offer may be withdraw by Itzhome if the Services to which the estimate relates are not booked within 1 days of receipt of the estimate.

4. PROVIDING SERVICES TO CLIENTS

4.1 The Professional will supply the Services to you as detailed in the First Confirmation Email in the following way:

4.1.1 The Professional will make every effort to provide the Services within the timescales set out in the First Confirmation Email. However, there may be delays. These delays are set out at clause 10.5

4.1.2 The Professional will provide any necessary equipment as specified in the First Confirmation Email and ensure that it is in good working order.

4.1.3 The Professional will provide the materials listed in the Confirmation Email and any additional materials as required.

4.1.4 The Professional will provide the Services:

4.1.4.1 using reasonable care and skill;

4.1.4.2 in compliance with commonly accepted practices and standards in the relevant industry or trade; and

4.1.4.3 in compliance with all applicable laws and regulations in force at the time of providing the Services.

4.1.5 Quality Control: The Service Professional may take photographs, video, and/or audio recordings before, during, and/or after the provision of the Services for quality control purposes and/or if there is a factor that may obstruct or affect the provision of the Services or hinder the quality of the Services.

4.1.6 Sub-contracting: The Professional may sub-contract or delegate some or all of the performance of the Services, but will still remain responsible for the performance of the Services and its obligations under these Terms

4.1.7 Regular Services: In the case of regular services, the Professional does not guarantee that the Services will always be performed by the same individual(s). The availability of any individual may fluctuate, and an individual may cease to be available at any time. The Professional is under no obligation to comply with any request to allocate a particular individual to perform the Services.

4.1.8 Insurance: During the provision of the Services to you, both the Professional and Itzome will maintain in force with a reputable insurance company:

4.1.8.1 public liability insurance in an amount not less than £1,000,000; and

4.1.8.2 employer’s liability insurance (if applicable) in an amount not less than £5,000,000.

4.1.9 Health and Safety: The Professional will adhere to all health and safety regulations during the provision of the Services, ensuring a safe environment for both the Professional and the client.

4.1.10 Client Cooperation: The client is expected to provide reasonable cooperation and access to the property at the agreed times to enable the Professional to provide the Services. Failure to provide access or necessary cooperation may result in delays or additional charges.

4.1.11 Feedback and Complaints: Clients are encouraged to provide feedback on the Services. Any complaints regarding the Services should be reported to Itzhome within 48 hours of the Services provision. Itzhome will investigate and, if necessary, arrange for the Professional to rectify the issue. All feedback can be provided by contacting us here

4.1.12 Confidentiality: The Professional will respect the confidentiality of any information provided by the client during the provision of the Services. Any personal data will be processed in accordance with Itzhome’s Privacy Policy.

4.1.13 Disputes Between or Among Users: Itzhome values our Clients and Professionals, recognizing that disputes may occasionally occur. Our aim is to equip Clients with the tools to independently resolve these issues. In rare cases where a dispute related to the Platform cannot be resolved on your own, you agree to participate in good faith in a neutral resolution or mediation process, either conducted by Itzhome or a third-party mediator or arbitrator chosen by Itzhome, to the extent you are reasonably able. However, you acknowledge and agree that Itzhome is not obligated to intervene or enforce a resolution in any dispute between Clients and Professionals or any third party.

5. CLIENTS OBLIGATIONS

5.1 As a Client of Itzhome your responsibilities and obligations are as follows:

5.1.1 Upon request, you must provide any necessary information to Itzhome to facilitate the delivery of the Services. This may include details regarding the size, measurements, layout, or access to your property. If the information you provide is incomplete or inaccurate, Itzhome reserves the right to adjust the service price estimate accordingly;

5.1.2 For all Services, you must provide a list of required tasks either at the time of your initial inquiry with Itzhome or upon the Professional’s arrival at your property. Additionally, you should inform us of any items needing specialized care during the initial inquiry. The Professional is not obligated to provide such specialized care or products unless agreed upon at the time of booking;

5.1.3 You must follow the reasonable instruction of the Professional when arranging or delivering the Service. This could include identifying areas to be cleaned, moving furniture, listing specific items and any other instruction the Professional provides. Upon the time of booking you must provide as much information as possible to the Professional to allow them to gain as much information from you to fulfill the Service;

5.1.4 You must grant the Professional access to your property at the agreed times for service performance. If keys are provided, they must work without special effort or skill. For properties with alarms, provide instructions on how to disable and reset the system. Notify Itzhome if keys are provided. If you need the keys returned, notify the Professional e with reasonable notice before completion or cancellation of services. Failure to do so will require you to collect the keys from Itzhome’s office or arrange their return by unregistered first-class post for a fee of £10;

5.1.5 You are responsible for providing (at your cost) a running water supply and electricity from standard 220/240volt sockets at the service location. Additionally, you must allow the Professional to use your toilet and washing facilities;

5.1.6 Required Consents: You must obtain all necessary planning, landlord, or other consents, permissions, and approvals before the Professional begins the Service. Provide copies of such documents to the Professional upon request;

5.1.7 Preparation of Property: Prepare your property for the Service by making safe any appliances or equipment and removing items from service areas if possible. This preparation should be completed by the scheduled start date or time;

5.1.8 Protect any items, furniture, or fixtures that will not be moved from the service areas to prevent damage from dust or dirt. Secure or remove valuables, breakables, or sentimental items prior to Service commencement;

5.1.9 Arrange and cover the cost of a suitable parking space for the Professional’s vehicle(s) near your property, including any necessary visitor permits;

5.1.10 Tools and Materials Storage. If services extend beyond a single day, allow the Professional to store tools and materials at your property overnight or during non-service times;

5.1.11 Customer Equipment: Ensure that any equipment you provide is safe and in good working order;

5.1.12 Presence of Animals and Children; Inform the Professional before Service commencement if animals will be present at the property and ensure they are secured and cared for. No unaccompanied children should be on the property during service. The Professional is not responsible for the care of children or animals;

5.1.13 Insurance: Ensure you have adequate buildings and contents insurance and occupier’s liability insurance, providing copies to the Professional upon request;

5.1.14 Unless otherwise agreed in writing with the Professional, you are responsible for the removal of all waste materials from your property after service completion.

5.2 If you do not fulfill your obligations under this section, the Professional may be unable to perform the Services. Such failure will be considered an event outside the Professional’s Control, allowing the Professional to suspend or cancel the Services as per clause 10.6. If services cannot be performed due to your non-compliance, you agree to pay the Cancellation Charge, subject to any consumer cancellation rights as set out in the Cancellation and Rescheduling Policy

6. PAYMENT OBLIGATIONS AND PROCESSING

6.1 Payments obligations for Professionals are set out as follows:

6.1.1 Professionals can make payments to Itzhome to access various services on our platform, such as monthly subscriptions, receiving contacts, bookings, or payments from Clients or other users. By using our platform, Professionals agrees that Itzhome will automatically charge your saved payment method for accessing these services. Additionally, Itzhome may charge other fees you have agreed to, including but not limited to cancellation fees or fees for non delivery of services These charges will be applied to your saved payment method or deducted from your Itzhome account balance. Payments may also be subtracted from the total amount a Client pays for your services.

6.2 Payments obligations for Clients are set out as follows:

6.2.1 Stored Payment Methods: To utilize the Itzhome Platform and for making bookings for Services, the Client must maintain at least one valid payment method on file. This payment method can be used for processing payments for the Services you request;

6.2.2 For regular charges, Itzhome will initially attempt to charge your default payment method. If this method fails for any reason—such as exceeding the credit limit, cancellation, expiration, or incorrect details—Itzhome may charge any other payment method linked to your account. If your payment information changes, your card issuer may provide us with the updated details, which we may use to avoid interruptions to your services. If the default payment method fails, Itzhome may try other linked payment methods in any order to collect the payment.

6.3 Payment Processing

6.3.1 Facilitation of Payments: The Itzhome Platform may facilitate payments between Clients and Professionals (Marketplace Payments) through our payment-processing partner, Stripe;

6.3.2 Itzhome is not a party to any such Marketplace Payments or any services related thereto. Unless otherwise indicated, Marketplace Payments may be made for Services only; Marketplace Payments for tangible personal property are prohibited;

6.3.3 Appointment as Agent: By agreeing to these terms or continuing to operate as a Professional on the Platform, the Professional hereby appoint Itzhome to act as your agent for the limited purpose of facilitating and receiving Marketplace Payments on your behalf through Stripe as contemplated herein. Professionals acknowledge and agree that, subject to any rights Professional have pertaining to Marketplace Payment disputes, once a Marketplace Payment has been made through the Itzhome Platform, the payment obligation of the payor Client shall be deemed satisfied by the payee Professional upon receipt of the Marketplace Payment by Itzhome as though the payor Client had made the Marketplace Payment directly to the payee Professional;

6.3.4 Itzhome does not offer any Services directly or indirectly unless specified in a separate contract to which Itzhome is a direct party. Any time a Client pays for or books services on the Platform or receives a quote in connection with Services, such Client is contracting directly with the Professional offering such Services. Notwithstanding any facilitation of booking or payment, you understand and agree that Itzhome;

6.3.4.1 does not sell, offer, provide, or subcontract any Service and

6.3.4.2 is not liable in any way for any Service, except to the extent expressly set forth in any applicable guarantee or as provided in these Terms. Notwithstanding Itzhome’s role as a payment facilitator, each Professional who receives Marketplace Payments understands and agrees that they are obligated to perform the Service as outlined in their agreement with the Client and work to remedy any material deviations from such agreement.

6.3.5 Stripe Connected Account Agreement: Professionals who receive Marketplace Payments from Clients on Itzhome must agree to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement. Professionals should never agree to receive a Marketplace Payment, or perform services in expectation thereof, before they have confirmed that they can comply with such Stripe agreements. As a Professional, by agreeing to these terms or continuing to operate as a Professional on Itzhome, you agree to be bound by the Stripe Connected Account Agreement and Stripe Services Agreement, as those agreements may be modified by Stripe from time to time. As a condition of receiving payment processing services through Stripe, you agree to provide Itzhome with accurate and complete information about you and your business, and you authorize Itzhome to share this information and transaction information related to your use of the payment processing services provided by Stripe.

6.3.6 Debits and Disputes: Professionals also agree that Itzhome may debit their Stripe account in connection with disputes with Clients. Itzhome reserves the right to process such debits and to withhold final payments until Itzhome has investigated disputes. Itzhome may make a final decision on disputes in its sole discretion, and, as a Professional, you understand that all Marketplace Payments you may earn on the Platform are subject to such decisions. Additionally, Professionals agree that Itzhome may reverse payments that have been made to a Professionals Stripe Connected Account when a customer refund or guarantee payout is warranted, including in connection with such Professionals actions or inactions that are prohibited by these Terms.

6.3.7 Client Payment Authorization: As a Client making a Marketplace Payment through Stripe, you agree to pay all amounts you owe when due using your preferred payment method. You further authorize Stripe to charge your preferred payment method for amounts you owe when they are due, whether they are recurring or one-time payments. You must keep all payment information you provide us up-to-date, accurate, and complete. When you store a payment method with us, you agree to our Stored Payment Terms and Conditions. Do not share your payment card, bank account, or other financial information with any other User. We take steps to secure all payment methods and other personal financial information, but we expressly disclaim any liability to you, and you agree to hold us harmless for any damages you may suffer as a result of the disclosure of your personal financial information to any unintended recipients.

6.3.8 Payment Methods: Itzhome may enable you to make Marketplace Payments using credit, debit, or prepaid cards, by linking your bank account, or by any other payment method we support. We reserve the right to cancel your ability to make payments with one or more of the payment methods you have authorized at our sole and absolute discretion.

6.3.9 Automated Clearing House (ACH) Authorization: If you choose your bank account as your Marketplace Payment method, you authorize Stripe to make Automated Clearing House (ACH) withdrawals from your bank account and to make any inquiries we consider necessary to validate any dispute involving payments you make to us or to a User, which may include ordering a credit report and performing other credit checks or verifying the information you provide us against third-party databases. You authorize Itzhome or our provider to initiate one or more ACH debit entries (withdrawals) or the creation of an equivalent bank draft for the specified amount(s) from your bank account, and you authorize the financial institution that holds your bank account to deduct such payments. You also authorize the bank that holds your bank account to deduct any such payments in the amounts and frequency designated in your Account. Your authorization will remain in effect until canceled in writing by you. You agree to notify us of any changes to your account information or termination of your authorization at least five days prior to your next payment.

6.3.10 Partial Debits: If your full payment is not processed by us at the same time, you hereby authorize partial debits from your bank account, not to exceed the total amount of your order. You agree to pay any ACH fees or fines you or we incur associated with transactions you authorize. This return fee will vary based on which state you are located in. The return fee may be added to your payment amount and debited from your bank account if we resubmit an ACH debit due to insufficient funds. We may initiate a collection process or legal action to collect any money owed to us. You agree to pay all our costs for such action, including any reasonable attorneys’ fees. Federal law limits your liability for any fraudulent, erroneous, or unauthorized transactions from your bank account based on how quickly you report it to your financial institution. You must report any fraudulent, erroneous, or unauthorized transactions to your bank no more than 60 days after the disputed transaction appeared on your bank account statement. Please contact your bank for more information about the policies and procedures that apply to unauthorized transactions and the limits on your liability.

6.3.11 Marketplace Payment Disputes: All requests for Marketplace Payment chargebacks, errors, claims, refunds, and disputes (Payment Disputes) will be subject to review by Itzhome in accordance with the rules applicable to the payment method you used to make the Marketplace Payment and will be in Itzhome’s absolute discretion. Itzhome is not liable to either the Client or the Professional under any circumstances for Payment Disputes we are unable to resolve in your favor. We will normally process a valid written Payment Dispute request within 30 days after we receive it unless a shorter period is required by law. You may file a Payment Dispute by contacting support here. If you close or deactivate your Account before we adjudicate your Payment Dispute, we will not be able to issue you any amounts you are owed. We will attempt to pay you any Payment Disputed amounts you are owed using the method with which you made the disputed payment, but we cannot guarantee that we will be able to do so if your payment method information is inaccurate, incomplete, or has been canceled.

6.3.12 Prohibited Activities and Reversals: If your actions result in, or are likely to result in, a Payment Dispute, a violation of these Terms, or the creation of other risks to Itzhome or our payment processing partners, or if we determine that your Account has been used to engage in deceptive, fraudulent, or illegal activity, then we may permanently withhold any amounts owed to you in our sole discretion. If you have a past-due balance due on any Account, or for any additional amounts that we determine you owe us, we may, without limiting any other rights or remedies: (a) charge one or more of your payment methods; (b) offset any amounts you owe us against amounts you may be owed; (c) invoice you for amounts due to us, which such amounts will be due upon receipt; (d) reverse or block any credits to your bank account; or (e) collect payment from you by any other lawful means.

6.3.13 Collection Actions: If you fail to make Marketplace Payments you owe when due, or if Itzhome is unable to charge one of your payment methods for any reason, Itzhome reserves all rights permissible under law to recover payment and all costs and expenses incurred, including reasonable legal’ fees and related costs, in our pursuit of payment. You explicitly agree that all communication in relation to delinquent accounts or overdue payments will be made by electronic mail or by phone. Such communication may be made by Itzhome or by anyone on our behalf, including but not limited to a third-party collections agent.

6.3.14 Payment Method Holds: Itzhome may, from time to time, place a hold on any of your payment methods to prevent failed payments or reverse your booking.

7. TRACKING COMMUNICATION

7.1 To ensure proper billing and compliance with our Terms, Itzhome may monitor communications between Clients and Professionals that occur outside of the Itzhome Platform, including via email, phone calls, SMS text messages, third-party websites, or any other methods, whether initiated by a Client or Professional.

7.2 To facilitate this monitoring, Itzhome may obscure Professionals contact details on their profiles, substitute them with alternate contact information that forwards to Itzhome, or employ any other reasonable method to track such communications. Unless explicitly stated otherwise, we do not record or review the content of communications that do not pass through the Itzhome Platform without first obtaining your consent.

7.3 When you exchange text messages with a Client or Professional using their contact information provided on the Itzhome Platform, we may use a third-party service provider to track these messages. This tracking is conducted for fraud prevention, ensuring accurate fee assessment, enforcing our terms of service, and for quality assurance and training purposes. As part of this process, Itzhome will collect and store data about your text messages in real-time, including the date, time, your phone number, and the content of the messages.

8. PRICE AND FEES

8.1 The cost of the Services will be agreed and confirmed in the First Confirmation Email. Many of the Services are charged based on the time required to complete them, with rates calculated per hour or part thereof. The applicable rates will be provided when you book the Service and confirmed in the First Confirmation Email. Additional fees may include but not limited to:

8.1.1 Call out fees

8.1.2 Professional unable to gain access to your property

8.1.3 Cancelling after arrival

8.1.4 Materials

8.1.5 Wait time

 

8.2 Itzhome does not control the Professionals’’ rates, which may change from time to time. If the price in the Initial Confirmation Email differs from the final charge, Itzhome will notify you of the updated price. If you do not accept the revised price, you can cancel the booking without any penalty.

8.3 Payments on the Platform are processed via Stripe in accordance with clause 6. No other payment method is accepted and you must not pay the Professional directly in anyway.

8.4 Payments may be required at booking and processed immediately or before the Service at Itzhome’s discretion. Likewise part of full payments could be paid upon completion of the Service. The payment schedule will be agreed between you and the Professional and set out on the Platform. You will receive an invoice for Payment via the Platform.

8.5 The Professional may need to charge more than initially agreed due to:

8.5.1 Changes in the required Services or an increase in the scope of work.

8.5.2 Discoveries during the Service that alter the required work, which couldn’t have been foreseen initially.

8.6 The Professional will seek your approval for any additional charges before proceeding with the extra Service.

8.7 Prices include Taxes where applicable. If the Tax rate changes between the First Confirmation Email and the Service date, the Tax rate will be adjusted unless the Service has been paid in full before the change.

8.8 Cancellation chargers and rescheduling chargers are set out in the Cancellation and Rescheduling Policy.

8.9 If fees are not paid on time the Professional may charge interest from the due date at 3% above Barclays Bank’s base rate. Interest accrues daily until payment is made. Likewise if fees are not paid you agree that the Professional may process the payment of the outstanding amount using the bankcard you provided at the time of booking.

9. UPDATES TO THESE TERMS

9.1 Itzhome retains the right to update these Teams at any time at its sole discretion. Such updates may be necessary for various reasons including, but not limited to:

9.1.1 Implementing changes in the method of payment processing;

9.1.2 Adapting to operational adjustments in the delivery of our Services;

9.1.3 Correcting any obvious errors;

9.1.4 Adjusting rates and/or prices as allowed under clause 8.5 ; and

9.1.5 Ensuring compliance with any changes in laws and regulatory requirements.

9.2 Should Itzhome need to update these Terms, you will be notified of such updates prior to their implementation. If you do not agree with them, you have the option to terminate the Services as outlined in clause 12.

9.3 Neither the Client or the Professional is allowed to update or change these Terms without prior written permission from Itzhome.

10. SERVICE DELIVERY ISSUES

10.1 If, for any reason, the Services have not been delivered as per the Terms or to a reasonable standard:

10.1.1 promptly inform Itzhome in writing by contacting us here detailing the issue as soon as possible, and in any event, within 72 hours of the Service completion;

10.1.2 all Services will be assumed to have been performed as per the Terms unless Itzhome is notified within 72 hours of Service completion; and

10.1.3 the Professional will make every effort to rectify, repair, or correct defects caused by their actions as soon as possible if they are found to have caused the issues. You will not incur additional costs for these corrections. If the issue cannot be resolved, or the Professional fails to address the problem within a reasonable timeframe, you will be eligible for a fair price reduction of the Services.

10.2 For the avoidance of doubt, the Professional and/or Itzhome will not be responsible or liable for the following under clause 10.1:

10.2.1 failure to notify Itzhome of any issues with the Service within 72 hours of Service completion;

10.2.2 disruptions or property damage caused by third parties present on-site during Service delivery;

10.2.3 damage or defects resulting from your or any third party’s negligence;

10.2.4 damage to your property following your instructions;

10.2.5 pre-existing wear, tear, damage, defects, or faults in your property, its contents, or belongings;

10.2.6 stains, burns, ingrained dirt, and other marks not removable by standard industry cleaning methods;

10.2.7 damage caused by faulty products, materials, or equipment provided by you and used by the Professional during Services;

10.2.8 non-completion of Services not specified in the First Confirmation Email or not agreed upon in writing by the Professional before Service commencement;

10.2.9 incomplete Services due to your failure to provide necessary Equipment to the Professional that was agreed;

10.2.10 incomplete Services due to insufficient booking hours made;

10.3 If you report a problem, Itzhome may need to conduct a property inspection. You agree that the representative can take photographs of any damage for reporting and resolution purposes.

10.4 If a problem is reported, Itzhome may need to share information with its insurers for reporting or claims purposes.

10.5 The Professional will not be liable for any failure to perform the Service due to delays that are outside of their control. These events include:

10.5.1 weather conditions that make it impossible or unsafe to provide the Service;

10.5.2 condition of your property that makes it unsafe to perform the Service;

10.5.3 you have not fulfilled your obligations as per clause 5;

10.5.4 unable to gain access to your Property to provide the Service;

10.5.5 change to the Service on the day of delivery;

10.5.6 for some other unforeseen or unavoidable event or situation which is beyond the Professional’s control, including but not limited to strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, any restrictions related to epidemics, pandemics or public health safety, or other natural disaster, or failure of public or private utilities or telecommunications networks;

10.6 If the Professional is unable to provide the Services due to any of the delays outlined at clause 10.5 they will attempt to deliver the Service as soon as possible once the delay has been rectified. If the delay outlined at clause 10.5 continues to effect the delivery of the Service for a period of more than 6 weeks the Professional or Itzhome will contact you. At this time the following will occur:

10.6.1 You will have the option to cancel the Service in accordance with clause 12;

10.6.2 The Professional may cancel the Service in accordance with clause 13.

11. THE PROFESSIONALS LIABILITY TO CLIENTS

11.1 In the event that the Professional fails to adhere to these terms, the Professional will be liable for any foreseeable loss or damage you incur as a direct result of this failure or due to negligence. However, the Professional will not be held responsible for any loss or damage that could not have been anticipated.

11.2 The Professional will repair any damage caused by its actions during installation or Service delivery. Nonetheless, the Professional will not cover the costs of rectifying any pre-existing issues or damage to your property that are discovered during the course of the delivery of Service.

11.3 The Services provided by the Professionals are intended solely for domestic and private use. Should you utilize the services for any commercial, business, or resale activities, the Professional will not be liable for any loss of profits, business, business interruption, or loss of business opportunities.

11.4 Subject to clause 11.5 the Professionals, aggregate liability to you for all direct, indirect, and consequential losses arising from or related to the contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, will in no case exceed the lesser of £5,000 or the amount you have paid to the Professional under the Terms in the 12 months preceding any claim against the Professional.

11.5 The Professional does not limit or exclude its liability for:

11.5.1 Death or personal injury caused by its negligence or the negligence of its employees, agents, representatives, or subcontractors;

11.5.2 Fraud or fraudulent misrepresentation;

11.5.3 Breach of the terms implied by local territory legislation for consumer protection, supply of goods and services and other consumer protection law. For example in the UK sections 49, 50, 51, and 52 of the Consumer Rights Act 2015, sections 2, 3, 4, and 5 of the Supply of Goods and Services Act 1982 and defective products under the Consumer Protection Act 1987; and

11.5.4 Any other liability that cannot be excluded or limited under English law.

11.6 This clause 11 will remain in effect even after the contract has been terminated or has expired.

12. CANCELLATION RIGHTS FOR CLIENTS

12.1 If you are a Client you have the right to cancel your agreement with us within 14 days of making a booking.

12.2 Your cancellation period will expire 14 days after you have received the First Confirmation email as set out in clause 3.1.3

12.3 If you wish to cancel the contract you must contact us through the contact us form here and select the option to ‘Cancel The Service’. You must cancel the service before the 14-day cancellation period has expired. Any requests to cancel after this time will incur chargers as set out in the Cancellation and Rescheduling Policy.

12.4 Upon receiving a cancellation request your options are:

12.4.1 Receive any amount you have paid in credits onto your account for you to use to book another Service;

12.4.2 Request for a return of your funds to the payment card used for the initial transaction. Itzhome will make the reimbursement within 10 days on being informed you wish to receive a return of funds rather than receive credits onto your account.

12.5 If you made a request for the Services to begin during the cancellation period, you acknowledge that you shall pay Itzhome or the Professional, as applicable, an amount which is in proportion to what has been performed up to the time you made your cancellation request.

12.6 If you made a request for the performance of the Services to begin during the cancellation period, you acknowledge that you will lose the right to cancel your contract once the Services have been completed and, in these circumstances, you will be required to pay for the Services in full.

12.7 If the 14 day cancellation period has expired the following clauses will apply to you if you wish to cancel your contract with the Professional:

12.7.1 If you do not accept any updates to the terms as explained at clause 9.2

12.7.2 You may cancel the Service without charge up to 48 hours before the start date of the Service. If you do not give at least 48 hours’ notice of cancellation you will incur chargers as set out Cancellation and Rescheduling Policy

12.7.3 Any refunds or credits made to you will be subject to deductions as set out in the Cancellation and Rescheduling Policy

12.7.4 If the Services have begun you acknowledge that you shall pay Itzhome or the Professional, as applicable, an amount which is in proportion to what has been performed up to the time you made your cancellation request plus any charges as set out in the Cancellation and Rescheduling Policy

12.7.5 You may cancel the Service without charge if the Professional breaches their contract with you and only after you have followed the steps as outlined at clause 4.1.13

13. CANCELLATION RIGHTS FOR PROFESSIONALS

13.1 The Professional may have to cancel the Services before the start date of the Services with immediate effect due to various reasons including, but not limited to;

13.1.1 Equipment, material or staff being unable to provide the Service at the requested time;

13.1.2 Any of the reasons outlined at clause 10.5;

13.1.3 The Client has not paid any sums due from previous Services or upfront payment for the future Services;

13.1.4 The Client breaches their contract in anyway and does not correct or fix the situation within 7 days to allow the Professional to provide the Service.

13.2 If the Professional cancels the Services due to a breach of contract by the Client and the Professional has already committed to expenses to provide the Service the Client will pay the cost of any of these expenses. The cost of these expenses will be deducted from any reimbursement that is due to the Client. Furthermore you will subject to any chargers as set out in the Cancellation and Rescheduling Policy

13.3 If the Professional cancels the Service, Itzhome will attempt to arrange another Professional to provide the Services for you. If that is not possible and only after 7 days the following will occur:

13.3.1 Receive any amount you have paid in credits onto your account for you to use to book another Service;

13.3.2 Request for a return of your funds to the payment card used for the initial transaction. Itzhome will make the reimbursement within 10 days on being informed you wish to receive a return of funds rather than receive credits onto your account.

14. RESTRICTIONS TO USING PROFESSIONALS

14.1 During the term of this Agreement and for 6 months after, you will not employ or solicit for employment or otherwise engage one of the Professionals or any of the Professionals employees, workers, representatives or sub-contractors that have been a customer of Itzhome for the previous 12 months on the Itzhome Platform. If you do so, we shall treat such act as a notice from you to terminate this Agreement immediately and you agree that we shall be entitled to claim the costs we incur in replacing the Professional in question together with our administrative costs in doing so and you agree that a genuine pre-estimate of such costs is £500.

14.2 This fee of £500 covers:

14.2.1 Recruitment of a new Professional;

14.2.2 Training and supporting a new Professional ;

14.2.3 Administration time of Itzhome of dealing with this matter.

14.3 Payment of the £500 shall be payable immediately upon request by Itzhome. You also agree that all or part of the sum due may be deducted from any monies Itzhome and/or the Professional may hold in relation to the provision of the Services. Itzhome reserves the right to charge interest from the due date at 3% above Barclays Bank’s base rate. Interest accrues daily until payment is made.

14.4 For the avoidance of doubt this clause 14 shall survive termination and expiry of the contract as it is enforced to protect the Itzhome business. Please be aware all Professionals also have entered into a contract with Itzhome to prohibit them working with any client directly or indirectly for a period of 6 months following their termination with Itzhome.

15. OTHER TERMS

15.1 Any provision of these Terms that expressly or by implication is intended to come into or continue in force on or after termination or expiry of the contract shall remain in full force and effect.

15.2 Termination or expiry of the contract shall not affect any rights, remedies, obligations or liabilities of the parties that have accrued up to the date of termination or expiry, including the right to claim damages in respect of any breach of the contract which existed at or before the date of termination or expiry.

15.3 The Professional may transfer its rights and obligations under these Terms to another Professional, and Itzhome will always notify you in writing if this happens, but this will not affect your rights or the Professional’s obligations under these Terms.

15.4 Each of the clauses of these Terms operates separately. If any provision or part provision of these Terms is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this clause shall not affect the validity and enforceability of the rest of these Terms.

15.5 If the Professional fails to insist that you perform any of your obligations under these Terms, or if the Professional does not enforce its rights against you, or if it delays in doing so, that will not mean that it has waived its rights against you and will not mean that you do not have to comply with those obligations. If the Professional does waive a default by you, it will only do so by written notice sent to you by Itzhome, and that will not mean that it will automatically waive any later default by you.

15.6 This Agreement shall be construed in accordance with English law and any claim must be heard by the English courts.

Last updated: June 2024