HEM LONDON

Terms & Conditions

Home Hosts Technology LTD (trading as Hem London)

Terms of Use – Hem London Platform

Operated by Home Hosts Technology Ltd (Company registered in England and Wales)

1. Introduction

Hem London operates an online booking and payment platform that connects individuals and businesses seeking home services ("Clients") with independent tradespeople and service providers ("Contractors").

These Terms govern your use of the Hem London platform and website (the "Platform"). By using the Platform, you agree to be bound by these Terms.

2. Our Role

Hem London acts solely as an intermediary platform facilitating introductions between Clients and independent Contractors.

Hem London:

  • Is not a contractor, tradesperson or service provider
  • Does not employ Contractors
  • Does not supervise, manage or control the services provided
  • Does not guarantee the quality, legality, safety or suitability of any services
  • Is not a party to the contract formed between Client and Contractor

When a booking is confirmed, a legally binding contract is formed directly between the Client and the Contractor. Hem London is not responsible for the performance of that contract.

3. Contractor Status

All Contractors using the Platform are independent businesses.

Nothing in these Terms creates an employment relationship, partnership, joint venture, or agency relationship (other than limited payment collection agency as set out below).

Contractors are solely responsible for the services they provide, compliance with applicable laws, and maintaining appropriate licences and insurance.

4. Bookings and Contract Formation

When a Client books a service and the booking is accepted, a contract is formed directly between the Client and the Contractor.

The Contractor is responsible for carrying out the services, setting service standards, providing guarantees, and handling complaints relating to workmanship.

Any rights, remedies or claims relating to services must be directed to the Contractor.

5. Payments

Hem London may collect payments on behalf of Contractors as a disclosed payment collection agent.

Payment to Hem London constitutes payment to the Contractor.

Processing payments does not make Hem London the provider of services nor transfer liability for the services to Hem London.

Hem London may deduct platform fees or commission before remitting payment to the Contractor.

6. Cancellations and Refunds

Cancellation policies may vary by Contractor and will be displayed at the time of booking.

Refunds relating to service quality or disputes are matters between Client and Contractor.

Where access to the property is refused or the property is found to be inaccessible at the time of the scheduled appointment — and that appointment has been agreed and confirmed by the Client — this shall be treated as a cancellation by the Client. In such circumstances, the full agreed service price will be charged as a call-out fee to cover the Contractor's time and travel costs.

Hem London may assist in communication but is not obliged to resolve disputes.

7. Limitation of Liability

Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be excluded.

Subject to the above, Hem London shall not be liable for acts or omissions of Contractors, quality or completion of services, property damage caused by Contractors, personal injury caused by Contractors, loss of profits, indirect losses, or disputes between Clients and Contractors.

Hem London's total liability shall not exceed the total platform fees paid in relation to the relevant booking.

8. Platform Availability

We do not guarantee that the Platform will be uninterrupted or error-free. We may suspend or restrict access for operational, legal or commercial reasons.

9. User Obligations

Users agree to provide accurate information, not misuse the Platform, not circumvent platform fees, and not engage in unlawful or abusive behaviour.

We reserve the right to suspend or terminate accounts where these Terms are breached.

10. Indemnity

You agree to indemnify and hold harmless Hem London from any claims, losses, damages, costs or liabilities arising from misuse of the Platform, breach of these Terms, or disputes between Client and Contractor.

11. Data Protection

We process personal data in accordance with the Data Protection Act 2018 and UK GDPR. Please refer to our Privacy Policy for full details.

12. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

Service Terms & Conditions

These are the Terms, which together with the Order comprise the Contract. Within these Terms, the following definitions shall apply to the defined words and expressions, unless the context requires otherwise:

Commencement Date: means the date on which both parties sign or agree the Order in accordance with clause 4 and at which point the Contract is formed.

Contract: means the legally binding contract between You and Us comprising of these Terms and the Order which comes into force on the Commencement Date and on which We shall supply Goods and Services to You.

CRA: means the Consumer Rights Act 2015.

Delivery Date: means the estimated date that We aim to deliver the Goods and commence Your installation or as varied from time to time in accordance with these Terms.

Emergency Works: means any work required by You to be carried out in an emergency, such as where Your property has been damaged by a storm, is not watertight, or the health and safety of You or Your family is at risk.

Goods: means the items specified in the Order that We have agreed to supply to You.

Installation Plan: means the plan which We will produce to explain what is going to happen, any health and safety issues that You need to be aware of, advise You about any preparations that You may need to make (such as moving furniture or valuables or clearing space), the arrangements for access to Your property by the installation team, any special instructions to protect Your children or pets and what We will be doing with waste and materials that We need to take away.

Marketing Materials: means brochures, drawings, illustrations, literature, samples or other such marketing materials.

Order: means the detailed description of the Goods and Services that You require Us to supply to You and any documents referred to therein.

Order Confirmation: means the action by Us, in writing, of accepting the Order.

Preparatory Work: means any work that We are contracted to do prior to installation of the Goods.

Price: means the total amount that You are contracted to pay to Us for the Goods and Services as shown on the Order.

Services: means the delivery, installation and professional services specified in the Order that We have agreed to provide to You.

We, Us, Our: means Home Hosts Technology LTD, trading as Hem London, a company registered in England.

You, Your: means the person(s) whose details are set out in the Order.

You should read these Terms carefully and check that the information shown in the Order is correct. We intend to rely on these Terms, so if You require any changes to them, please ask for the change to be confirmed in writing and prior to the Contract being formed.

Your statutory rights as a consumer are set out in legislation and nothing in this Contract, or any of Our Marketing Materials shall affect any of Your statutory rights.

Commencement

To signify acceptance of the Order and the Terms and to form the Contract, the Order shall be agreed once confirmation is given, either verbally or via any form of communication.

THIS INFORMATION MAY APPEAR ELSEWHERE ON YOUR ORDER BUT IS REPRODUCED HERE FOR CONVENIENCE.

Pricing

  • NO DELIVERY CHARGES
  • ANY STATUTORY FEES (SUCH AS PLANNING CONSENT FEES or BUILDING CONTROL FEES), REMOVAL OF WASTE ARE PAYABLE BY CUSTOMER
  • WE DO NOT PROVIDE ANY CREDIT
  • B2C: If we can't gain access to your property because of an error on your behalf we'll charge up to a maximum of £120.00 (or £75.00-£80.00 for members).
  • B2B: If we are unable to enter as planned due to an error on your behalf or your tenant's behalf, we'll charge a no-show fee covering the cost of our tradespeople's time, travel costs and hotel costs if applicable.
  • If the booking was part of a bulk booking, the return visit for any appointments we weren't able to access will be at an increased price. Not the bulk-booking price.
  • Parking: If You are unable to provide suitable parking arrangements for our tradespeople, a parking charge of up to £20.00 may be applied to cover the cost of parking for the duration of the visit.

Membership Plans

We offer membership plans that provide discounted rates on our services. By subscribing to a membership plan, You agree to the following terms:

  • Minimum Term: All membership plans have a minimum commitment period of 12 months from the date of subscription.
  • Billing: Membership fees are billed monthly in advance. You authorise Us to collect payment automatically each month for the duration of Your membership.
  • Early Cancellation: If You wish to cancel Your membership before the end of the 12-month minimum term, You may be required to pay the remaining balance of the minimum term or a cancellation fee as specified in Your membership agreement.
  • Renewal: After the initial 12-month period, Your membership will continue on a rolling monthly basis until cancelled. You may cancel at any time after the minimum term with 30 days' notice.
  • Member Benefits: Membership entitles You to discounted service rates (£75.00-£80.00 for call-outs compared to £120.00 for non-members) and priority booking access.
  • Non-Transferable: Membership benefits are non-transferable and apply only to the registered member and their registered property addresses.

Full details of membership tiers, benefits, and pricing are available on Our website or upon request.

Specification of Goods

The Goods are as described in the Order.

We may have shown You Marketing Materials to provide You with an approximate idea of the Goods, layout or positioning that they describe. Although We have made every effort to display the Goods correctly, they may vary slightly from the colour or composition shown and specifically where they are natural products containing patterns or grains for example. All specifications are approximate only and are subject to normal margins of tolerance for the Goods and their composition in question.

We have taken measurements for the Goods to enable Us to get them manufactured in advance of delivery to You. It may be necessary for Us to carry out a survey to verify Our measurements and to develop an installation plan (see Preparatory Work).

Performance Calculations

We have estimated the energy performance calculations and provided these with Your quotation. Our standard calculations are based on Standard calculations approved for use by the Microgeneration Certification Scheme. Where We have referred to energy inflation or other statistical information, We have used information publicly available from the Office for National Statistics.

The performance of energy systems is impossible to predict with certainty due to the variability in fuels and energy sources, climatic variations, local obstructions or environmental conditions and differences from location to location. The estimates provided in this contract are for guidance only and must not be considered as a guarantee of performance.

Preparatory and/or Emergency Work

We will commence work on preparing the Goods for delivery and developing an installation plan from the Commencement Date. We may, at Our discretion, wait until Your right to change Your mind elapses (see Rights to Change Your Mind).

Our preparatory work may include a survey of Your property, assessment for an Energy Performance Certificate (EPC) or any other preparatory matter. Our fees and charges for preparatory work are clearly shown on the Order. By placing the Order, You give Us permission to go ahead with any Preparatory Work specified in the Order. If You change Your mind and cancel the Contract after commencement of these Preparatory Works, You will be charged a reasonable proportion of the fees shown for them on the Order.

If You have requested Emergency Works, this will be clearly shown on the Order and You shall be deemed to have given Us permission to commence with these Emergency Works straight away. In this case We may take temporary action to make Your property safe, secure and watertight, before completing a full repair or replacement as set out in the Order. You understand that this means You cannot change Your mind and cancel the Contract in respect of those Emergency Works.

Variations

We may need to make minor changes to the Goods specified on the Order if there is a change in laws, regulatory or technical requirements or improvements. These changes will not adversely affect the use or nature of the Goods.

You may ask Us to make changes to the specification of the Goods. As We are getting the Goods manufactured in advance of delivery, You must notify Us of any changes to the specification of the Goods that You want to make within 7 days of the Commencement Date. We will then advise You if Your requested change is possible and any consequences of that, including to the Price, the Delivery Date or anything else. Any agreed change will be confirmed by Us in writing.

During Our Preparatory Work (perhaps as a result of a survey or as a result of Your EPC assessment), it may be necessary to make more substantial changes to the Order. We will discuss these with You to determine if the change is possible and any consequences of that, including the Price, the Delivery Date or anything else. If significant changes are required, We will place the Contract on hold for up to 14 days to enable You to consider whether or not You wish to proceed. At the end of 14 days, if no agreement on changes is reached, the Contract will be terminated. You will receive a refund of any deposit paid within a further 14 days less, at Our discretion, any fees and charges due for the Preparatory Work completed so far. Any agreed change will be confirmed by Us in writing.

Changing Your Mind

We voluntarily provide You with the right to change Your mind. This is over and above Your statutory rights. You have 7 days starting on the day after the Commencement Date to change Your mind and cancel the Contract. This does not apply to the extent that the Contract includes Emergency Works.

If You do change Your mind and cancel the Contract, You will receive a full refund of any deposit paid within a further 14 days; however, if We have started Preparatory Work You understand that You will be charged a reasonable proportion of the fees shown for them on the Order.

To change Your mind and cancel the Contract in accordance with the above clause You should tell Us as quickly as possible and confirm this in writing. You can notify Us by any means (see Contact Us).

Delivery and Installation

Any additional delivery or installation costs will be shown on the Order (or any agreed variation to it), otherwise Your delivery and installation costs are included in the Price.

We aim to complete the delivery and installation on or about the Delivery Date, but We will liaise with You over any reasonable changes to that. For the avoidance of doubt time is not of the essence in respect of the Delivery Date.

If a change or delay is caused by something that is within Our reasonable control, We will notify You as soon as reasonably possible and agree with You an alternate Delivery Date. We will take steps to minimise the delay and, if the delay lasts for more than 60 days from the original Delivery Date (unless You have asked for a longer period), We will allow You to cancel the Contract. You will receive a refund of any deposit paid within a further 14 days less, at Our discretion, any fees and charges due for the Preparatory Work completed so far.

If a change or delay is caused by something that is not within Our reasonable control (see Events Outside Our Control), We will notify You as soon as reasonably possible and the change or delay and the reasons for it. We will take steps to minimise the delay, but We may, if necessary, suspend the performance of the Contract until that event is over and the matter back within Our reasonable control.

We will prepare for You an Installation Plan. You will be asked to sign a copy of Your Installation Plan and this will be giving Your consent for Us to proceed with the delivery and installation of the Goods.

Each installation is different and the specific requirements for Your installation will be set out in Your Installation Plan, but generally:

  • You permit Us (Our installation team and contractors) safe access to, around and egress from the installation site at all reasonable times and, unless otherwise stated in Your Installation Plan and agreed by You, between the hours of 08:00 and 18:00.
  • You agree to have relocated any television services systems at or near to the installation.
  • You agree to provide Us (Our installation team and contractors) with access to a toilet, hot and cold running water and reasonable use of Your power supply whilst on site.

We will ensure that there is adequate sheeting, protective covering and barriers to prevent unnecessary damage to Your home. This includes for the prevention, as far as is reasonably practicable, of the spread of dust or rubble.

Waste will be removed not more than 7 days following completion of the installation.

In circumstances where We agree to remove waste from the installation site, You understand that unless We agree otherwise, We shall not be responsible for removing any waste which is not produced as a direct consequence of Our performance of the Services or delivery of the Goods, that is hazardous (including but not limited to asbestos), or which otherwise comes from Your home or garden.

It is possible that a problem with Your property will become apparent during the course of the installation. This could include structural defects, underground obstructions, presence of asbestos or hidden cabling. We will draw this to Your attention as soon as possible and agree with You a plan to resolve the problem, if possible, which may involve You bringing in other contractors which will be at Your expense or additional costs to Your planned works. We'll do our utmost to carry out works with minimal damage to your property. However if damage is caused to the paintwork or walls we'll not be liable for the remedial works. We're happy to quote for a decorator to come, should you need it. From time to time pulling down lights, changing switches and sockets will cause minor damage.

Permission and Approvals

You are responsible for gaining any necessary approvals including but not limited to any planning permissions, building regulations, local authority permits and approvals, landlord approval or deed of covenant. By permitting Us to provide the Goods and carry out the Services You warrant to Us that this has been done.

Obtaining Ownership of the Goods

You take responsibility for the risk of damage or loss to the Goods from the date that We complete the Services.

You obtain title (ownership) of the Goods when We receive payment of the Price in full without any set-off or counterclaim or a properly executed finance agreement is in place with a finance provider who will pay Us for the Goods and Services on Your behalf. However, in the event that You enter into a finance agreement please be aware that there may be terms governing title (ownership) as between You and the finance provider.

Insurers

It is the customer's responsibility to notify the customer's household buildings or content insurers, should such be required, of any change to the property brought about by the works and in so far as the same is insurable to ensure appropriate insurance cover is effected. The customer is strongly recommended to check the insurance policy, schedule and terms and conditions to see if such notification is required and if there is any doubt the customer should notify the insurers in writing of the proposed works before such works commence.

Payment Terms

The full Price is shown clearly on the Order. We may amend the Price, by agreement with You, following a survey or any other additional matters that arise in the course of delivering the Services.

You will pay for the Goods and Services as follows:

  • You will pay Us a deposit of up to 100% of the Price, on receipt of the Order Confirmation
  • Once the Goods have been manufactured, they will be assigned to You and You will pay Us a further staged payment of 25%.
  • On completion of the installation, you will pay the balance of any sums due within 7 days.

We accept payment by bank transfer, debit or credit card.

The non-payment of any payments due by the relevant due date, may incur additional charges. We may levy interest at a rate of up to 8% above the base rate of Bank of England. Any interest due will be calculated and added to Your bill and accrue from the date on which payment was due to the date of payment whether before or after any judgment. We may also add any legal, debt recovery or processing fees to the amount due.

Defective Goods or Service

We make every effort to supply and fit Goods to Your complete satisfaction. However, if You have a concern or complaint about the Goods or Service, please let Us know as soon as possible (See Contact Us).

In the case of goods which are specifically made to measure, if You do identify a fault or problem with the Goods, You agree to give Us a chance to put things right. In any case, We will investigate the fault, which may include coming back to Your property if necessary. You agree to cooperate with Us to enable Us access to Your property and to resolve Your complaint.

We do not accept liability for the following faults with Your installation:

  • (a) any damage caused by You following the completion of installation,
  • (b) any damage caused by You, or anyone acting for You, in attempting to repair the fault without Our consent,
  • (c) any damage caused by fair wear and tear of the Goods.
  • (d) If there is works deemed to not be related to the works that we've carried out you will be liable for an initial call-out cost (which includes the first hours labour) of £120.00 for non-members or £75.00-£80.00 for members.
  • (e) If we can't gain access to your property because of an error on your behalf we'll charge up to a maximum of £120.00 for non-members or £75.00-£80.00 for members.

If Your product is made from wood, this is a natural product which is subject to imperfections, knots and blemishes. It can also differ in colour and shade. We cannot accept responsibility for such blemishes.

The installation of Your product could make Your property more thermally and energy efficient. However, a by-product of this can be additional condensation either on the surface of the glass (but not between the panes), the surface of the frames and elsewhere in Your home. This is related to the need for adequate ventilation. We will advise You about how to improve the free flow of air around Your property, which will reduce condensation, but We cannot accept responsibility for problems with condensation.

The CRA states that if You have a problem with the Services, then You can ask Us to repeat or fix the Services if it's not carried out with reasonable care and skill or get some money back if We can't fix it.

The CRA states that the Goods must be as described, fit for purpose and of satisfactory quality. If these goods do not meet these requirements:

  • within 30 days then You are entitled to a refund,
  • after 30 days but within 6 months then if We are unable to repair or replace the Goods, then You are entitled to a full refund, or
  • after 6 months but within 6 years then if the Goods do not last for a reasonable period of time, then You may be entitled to some money back.

If You reject the goods and seek a full refund, We will return to Your property to remove the Goods and You must allow Us to do so. You should plan carefully for this. We will carefully remove the Goods and leave Your property safe, secure and watertight. It is likely to be impossible to refit Your old goods back into the property and We are under no obligation to do so. However, We will ensure that any gas or water pipes are safely capped off and Your property boarded up or sealed so that it is temporarily protected from bad weather.

The Goods may have a manufacturers guarantee and, if the fault is a manufacturing fault, We will work with the manufacturer to repair or replace the Goods. For convenience, many manufacturers prefer to deal directly with You if it is a manufacturing fault, but We retain primary responsibility for resolving Your concern or complaint.

Workmanship Guarantee

Details of any workmanship guarantee applicable to Your specific service will be provided in Your Order confirmation or upon request.

Complaints

In the event of a complaint please contact Us as soon as possible (see Contact Us).

A copy of our complaints policy is available upon request.

Governing Law

This Contract is subject to the applicable laws of England, Wales, Scotland and Northern Ireland and subject to the agreement of the parties to attempt to resolve a dispute through alternative dispute resolution, the courts of England and Wales shall have exclusive jurisdiction to hear any dispute arising from this Contract.

If any court, ombudsman or any other competent authority decides that any aspect of any term of this Contract is invalid or unenforceable, that aspect of that term shall be severed from the Contract and shall have no effect on the remainder of the Contract.

Limitation of Liability

Either party shall be liable for any death or personal injury caused by its negligence or any negligence of its subcontractors, any fraud or fraudulent misrepresentation committed by it and for any other loss or damage suffered by the other party which is a direct consequence of the relevant party's breach of its obligations under this Contract and whether in contract, tort (including negligence), breach of statutory duty or otherwise. In the event of loss or damage, the party suffering the loss or damage shall be required to take reasonable steps to mitigate the loss or damage.

Events Outside Our Control

We will not be liable for the consequences of any events that are outside of Our reasonable control and which includes, but is not limited to:

  • Civil commotion, civil war, riot, invasion, armed conflict, terrorist attack or threat of terrorist attack, war or threat or preparation for war,
  • Acts of God, collapse of buildings, fire, explosion, inclement weather, storm, flood, subsidence, drought, epidemic or natural disaster,
  • Impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport,
  • Impossibility of use of public or private utility networks or telecommunications,
  • The acts, decrees, legislation, regulations or restrictions of any government, whether national or local or
  • Strikes or labour unrest (other than in relation to Our own employees).
  • User error

The obligations of the parties under this Contract are suspended for the period for which such a Specified Event continues and extended for the duration of that period.

Transfer of Rights and Third Parties

In the event of Home Hosts Technology LTD ceasing to trade and not be in a position to honour Our obligations under this Contract, We may transfer Our rights and obligations under this Contract to a suitably qualified third party of Our choosing. We will tell You in writing if this happens and We will ensure that the transfer will not affect Your rights under this Contract.

You may not transfer Your rights and obligations under this Contract to any other person without Our consent. This Contract is between You and Us. To the extent permitted by law, no third party has any rights to enforce any of the terms of this Contract.

Using Your Personal Information

We will use the personal information You provide to Us in accordance with the Data Protection Act 2018, General Data Protection Regulations and more specifically to:

  • Supply the Goods and Services to You,
  • Process any payments that You make for the Goods and Services, including if necessary, conducting credit reference check,
  • Register Your installation with any relevant bodies, including Your deposit protection and insurance backed guarantee and any competent person scheme,

We may send You information about Our future Products and Services. We will use Your information in accordance with Your wishes and You may notify Us of any changes to those wishes (See Contact Us).

For full details about how We use Your personal information, please see Our Privacy Policy.

Contact Us

If You need to contact Us, You may do so at:

  • Email: office@hem.london
  • Phone: 020 4634 2681
  • Address: London, United Kingdom