Terms & Conditions

Every appointment - home visit, remote session or pay-what-you-can slot - is secured with a booking fee, charged at the time of booking. This fee is non-refundable once the appointment is confirmed, including if you decide you no longer need the visit or don’t attend.

The booking fee covers the time reserved in the diary for you, whether or not further work follows. Any remaining balance for in-person work is settled directly with you, in person, at the end of the visit.

In-person appointments include a travel fee based on the distance between the appointment postcode and our base of operations in Watford. This is calculated and shown to you before you confirm and pay - there are no surprise call-out charges added afterwards.

Remote appointments never carry a travel fee, since there’s nowhere to travel to.

Pay-what-you-can slots let you choose the total amount you pay, subject to a minimum shown at checkout - set to cover the travel fee for in-person visits, or a small flat minimum for remote PWYC sessions. You’re welcome to pay more than the minimum if your organisation’s budget allows; every contribution helps keep these slots running.

Plans change, and we’d rather move your appointment than lose it altogether. Contact us as early as you can - by replying to your confirmation email, by phone or by WhatsApp - and we’ll do our best to find you a new slot at no extra charge.

The booking fee itself remains non-refundable regardless of who cancels or reschedules, except where we are unable to fulfil the appointment ourselves (illness, an unresolved calendar conflict, or similar), in which case the full amount paid is refunded.

Payments are processed securely by Stripe, a third-party payment provider. We never see or store your full card details - they go directly to Stripe over an encrypted connection. By checking the agreement box before paying, you also accept Stripe’s own terms of service for the transaction.

When you book, we collect your name, email address, phone number (optional), postcode (for in-person visits only) and any notes you choose to add about the job. This information is used solely to deliver the appointment: to confirm it, to plan travel and scheduling, and to contact you if anything changes.

Your details are stored only as long as needed for booking records, invoicing and legal/accounting requirements, and are never sold or shared with third parties beyond the processors needed to run the service (payment processing and calendar scheduling). You can ask what we hold about you, or ask us to delete it, at any time.

We take reasonable care with every visit, but we can’t guarantee that every fault will be fixable, or fixable within a single appointment. We’ll always tell you before doing anything that goes beyond what was quoted or agreed. We are not liable for pre-existing data loss, hardware faults, or issues outside the scope of the work agreed for the appointment - we strongly recommend keeping your own backups of anything important.

We may update these terms from time to time as the service changes; the version shown at the time you book is the one that applies to your appointment. If anything here is unclear, just ask - contact details are on the homepage, and we’re always happy to talk things through before you book.