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Terms and Conditions

  1. These Terms
    1. By using the following link and associated mobile application (our App) you confirm that you accept these terms and conditions of use and that you agree to comply with them.
    2. Please read these terms and conditions carefully before you use and download our App. These terms tell you who we are, how you may use our App, the services offered to our through our App and other important information.
    3. There are other terms that may apply to you These terms and conditions also incorporate our Privacy and Cookie Policy, which details how we process your personal data.
  2. Who we are and how to contact us
    1. Our App is operated by Your Help Hub Ltd (“us”, “we”, “our”). We are registered in England and Wales under company number 12855162 and our registered office is at Unit 12 Lenton Business Centre, Lenton Boulevard, Nottingham, NG7 2BY.
    2. You can contact us by telephoning 0333 444 0985 or by emailing us on or writing to us at U12 Lenton Business Centre, Lenton Boulevard, Nottingham NG7 2BY.
    3. We operate the App, which connects freelance workers/contractors with potential customers.
  3. We may make changes to these terms
    1. We amend these terms from time to time. We will give you at least 30 days’ notice of any change by sending you an email with details of the change or notifying you of a change when you next start the App. If you do not accept the notified changes, you will not be permitted to continue to use the App.
  4. What do these terms cover
    1. Our website provides a platform whereby you may make a booking (Booking) for services (Services) from our database of contractors (Service Providers). The contract for the supply of Services is between you and the Service Provider. We only provide the platform that allows you to make a Booking for the supply of Services by the Service Provider.
    2. These terms and conditions govern how you may use our App to make a Booking for the supply of Services by the Service Provider.
  5. We may make changes to our App
    1. We may update and change our App from time to time to reflect changes to the Services offered and/or the Service Providers, to reflect changes in law, to deal with additional features, your needs, and our business priorities. If you choose not to install such updates or if you opt out of automatic updates, you may not be able to continue using the App.
  6. Your registration with us
    1. When you first register with us, you may do so through our website. You can complete your personal details as required you will be registered for an account with us (Account). Once you have an Account, you will be able to download the App from the Play Store & App Store and making Bookings for Services.
    2. To create an Account with us before you make a Booking for Services you may enter your selected service on our website. You may then insert your personal details.
    3. For more information on what personal details we will process please see our Privacy and Cookie Policy, which is available on our website.
    4. If you create an Account with us, you may choose a username and password and as part of our security procedures you must treat such information as confidential. You must not disclose it to any third party.
    5. We reserve the right to be able to disable any Account you have with us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms and conditions.
    6. If you know or suspect that anyone other than you knows any of your Account details, you must promptly notify us.
  7. Your booking for services
    1. You can make a Booking for Services by either:
      1. Entering your postcode on the home page of our website. You will then be able to view the specific Service Providers available for your area, appropriate to your requested price range, and can complete property information where required for the particular Service requested;
      2. you may then select the specific Service Provider you would like to book, and thereafter will be prompted to insert card details to register your payment details so we have a record of who asked for the booking in order to safeguard our cleaners. (as outlined under clause 10 below).
  8. Confirmation of booking
    1. Once you have confirmed your booking you shall receive a confirmation of booking email from us acknowledging. The Confirmation Email will detail your Booking, the Services selected, the date that the Services are to be provided, the time that the Services are to be provided (Scheduled Time) and the payment due to the Service Provider. You will also receive a profile of the Service Provider.
    2. The Confirmation Email is not an assurance that your Booking for Services will be accepted by the Service Provider (see clause 13.1) and we will not be liable to you in any way for any Bookings that are rejected by the Service Provider.
    3. Your Account will display your Bookings for Services on your calendar icon.
    4. If you wish to make any enquiries about your Booking you may contact us.
    5. Any descriptions or illustrations on our website or App are published for the sole purpose of giving an approximate idea of the services described in them. They will not form part of the contract or have any contractual force.
    6. If you make a Booking that requires the assistance of several contractors, the Service Provider will arrange this and be responsible for remitting payment to such additional contractors. You remain liable only to make payment through our platform solely for insurance purposes for any fees paid to the Service Provider contracted with.
  9. Your obligations
    1. It is your responsibility to ensure that:
      1. you prepare your premises for the supply of the Services;
      2. the Service Provider has continuous access to electricity, hot water and lighting at your premises where the Services are supplied;
      3. you have provided our Service Provider with parking at your premises where the Services are to be carried out and where required, a parking permit for on street parking throughout the time that the Service Provider is carrying out the Services;
      4. you have made the necessary arrangements for your Booking on our website or App to allow the Service Provider access to the premises where the Services are to be carried out;
      5. where you have made a Booking for regular Services, you will provide the Service Provider with appropriate materials at your own cost and access to such as specified by the Service Provider.
      6. the terms of your Booking are complete and accurate;
      7. you comply with all applicable laws, including health and safety laws; and you pay the Service Provider directly through our third-party payment gateway Stripe for the Services provided.
    2. In the event of a breach of clause 9.1.3 resulting in the Service Provider incurring a parking charge, you may be recharged the full cost of the parking charge by the Service Provider. This is a matter that will be dealt with directly between you and the Service Provider.
    3. You may at your sole discretion choose to provide the Service Provider with a key(s) to access your premises (a Key).
    4. In the event that you provide your Service Provider with a Key we require you and the Service Provider to download, print and sign the “Key Acknowledgment Form” available from your Account.
    5. You acknowledge and accept that where you agree to provide the Service Provider with a Key, you do so at your own risk. We do not accept any liability whatsoever for loss or damage to a Key and any costs or expenses arising from such loss or damage.
    6. You acknowledge and accept that the Service Provider is liable for any loss or damage to a Key and any costs or expenses arising there from.
  10. Price and payment
    1. Work contracts are agreed between clients and cleaners, however, all payments for work completed must be made via Your Help Hub; attempts to pay outside with cash of Your Help Hub will lead to sanctions, including fines and account suspension. Offers to pay outside of Your Help Hub made by either party must be reported to Your Help Hub immediately. This includes payment for all, and any work done between the cleaner and any third party you connect with the cleaner.
    2. Please note if you don’t adhere to the terms of your Booking and cancel with less than 48 hours in advance of the Scheduled Time. Your contractor will invoice you for the is missed initial booked visit. Thereafter any confirmed visit where the Services Provider has agreed a booking and you cancel less than 48 hours before the Scheduled Time, or the time agreed by yourself. Your cleaner will be entitled to invoice you 100% of the cancelled schedule hourly fee for regular Cleaning Services only, the total fee payable to the Service Provider depends on the agreed hourly rate.
    3. All credit and debit card information is held in compliance with PCI and is secure.
    4. As a client, you represent and warrant that you have the funds available to pay for the services. If you are invoiced on a weekly basis, payment must be made within 7 days. If you are invoice on a monthly basis, payment must be made within 30 days, beyond which statutory interest will be applied.
  11. Hourly cleaners’ rates
    1. Hourly rates are set by the cleaners and may be subject to change. Hourly rates should not be changed during a contract agreement. Any change in hourly rates that are made before the end of a contract must be agreed to by both parties by website or App and must result in the termination of the current contract and a new contract being formed and agreed upon.
  12. Fees
    1. Your Help Hub charges a commission fee, based on the cleaner’s hourly rate. This commission is already included in the rate stated on each cleaner’s profile on the Marketplace. Your Help Hub reserves the right to alter the terms of its commission structure at any time, including the addition of any changes it sees fit to impose to ensure the continued delivery of its services. Any change will be made clear to you at the time of purchase.
  13. Cancellations
    1. Your Help Hub accepts that cancellations are inevitable, however, we discourage them. We encourage both parties to act fairly in the event of any cancellation. We ask Your Help Hub to give adequate notice as part of our terms of service with them, however, we accept that this may not be possible on all occasions.
    2. You acknowledge and agree that in the event that a Service Provider is prevented, hindered or delayed in carrying out the Services due to a circumstance not within their reasonable control including but not limited to any of the following reasons:
      1. you do not permit the Service Provider access and/or entry to the property where the Services are agreed to be carried out;
      2. the Service Provider is unable to gain access and/or entry to the premises where the Services are agreed to be carried out including but not limited to where you are not home at the agreed time to provide them access or the Key provided to the Service Provider under clauses 9.2 to clause 9.4 (inclusive) is faulty;
      3. There is a power cut or the water is disconnected at the premises where the Services are agreed to be carried out, we will be entitled to retain 100% of the cancelled schedule hourly fee.
      4. We shall not in breach of our agreement with you or otherwise liable for any such failure or delay in the Service Provider carrying out the Services.
  14. How to end the contract with us
    1. To end the contract with us, please give us four weeks notice by emailing us at please provide your name, home address, details of your Booking and, where available, your phone number and email address.
    2. For the avoidance of doubt, you may not end the contract with us by contacting the Service Provider directly. Any such attempt at cancelling the contract with us by this method will be invalid.
  15. How we may use your personal information
    1. We will only use your personal information as set out in our Privacy and Cookie Policy, which is available on our App.
  16. Complaints and Star Rating System
    1. If you wish to make a complaint about the Services, you must contact the Service Provider directly. You are free to provide evidence of such defective Services to the Service Provider directly and resolve it between you and them. We do not take a role in dealing with escalation of any such issues, as the legal contract is between you and the Service Provider.
    2. In order to maintain our high standards we choose to operate a star rating system whereby you may rate the Service Provider’s Services on a scale of 1 – 5 (1 being very poor and 5 being very good).
    3. To rate a Service Provider’s Service you may log on to your Account after completion of the Service and select “Your service provider” and then select “Add review”. You will then be given the option of selecting the rating on a scale of 1 (very poor) to 5 (very good) and you may write a review. To submit your rating and review you must select “Submit Review”.
    4. All reviews will be screened by us prior to them being visible by other users of our App including the Service Providers. We reserve the right to reject the uploading of any reviews that you submit on our App if in our reasonable opinion we find that it is incomplete, inaccurate and/or is in breach of any of these terms and conditions. Please note that reviews of Service Providers may be from their use of the App, or their use of our sister website, Mum’s Helping Hands.
  17. Non-solicitation
    1. In order to protect our legitimate business interests, you covenant with us that you shall not (except with our prior written consent):
      1. attempt to solicit or entice away; or
      2. solicit or entice away, from the employment or service of Your Help Hub Ltd the services of any Service Provider.
    2. You shall be bound by the covenant set out in clause 18.1:
      1. during the term of this agreement; and
      2. for a period of 12 months after you are no longer a Customer; and
      3. for a period of 12 months after the Service Provider’s agreement with us is terminated.
    3. If you commit any breach of this clause 15, you shall, on demand, pay to us a sum equal to 12 months’ worth of sales received by us in respect of Services carried out by the respective Service Provider. The parties confirm that these liquidated damages are reasonable and proportionate to protect our legitimate interests.
    4. In addition, if you breach this clause 15, please note that Services provided to you directly by the Service Provider will not be insured by us, and we take no responsibility for the Services provided.
  18. Terms of use of our website/ App
    1. In return for you agreeing to comply with these terms you may:
      1. download or stream a copy of the App onto a Smartphone or other handheld device and view, use and display the App and the Service on such devices for your personal purposes only;
      2. Receive and use any free supplementary software code or update of the App incorporating “patches” and corrections of errors as we may provide to you.
      3. We are giving you personally the right to use the App as set out above in this clause 16. You may not otherwise transfer the App to someone else, whether for money, for anything else or for free. If you sell any device on which the App is installed, you must remove the App from it.
      4. If you download or stream the App onto any phone or other device not owned by you, you must have the owner’s permission to do so. You will be responsible for complying with these terms, whether or not you own the phone or other device.
      5. The App may contain links to other independent websites which are not provided by us. Such independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any).You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them.
  19. Licence Restrictions
    1. You agree that you will:
      1. not rent, lease, sub-license, loan, provide, or otherwise make available, the App in any form, in whole or in part to any person without prior written consent from us;
      2. not copy the App, except as part of the normal use of the App or where it is necessary for the purpose of back-up or operational security;
      3. not translate, merge, adapt, vary, alter or modify, the whole or any part of the App, nor permit the App or any part of it to be combined with, or become incorporated in, any other programs, except as necessary to use the App on devices as permitted in these terms;
      4. not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the App to obtain the information necessary to create an independent program that can be operated with the App or with another program (Permitted), and provided that the information obtained by you during such activities:
        1. is not disclosed or communicated without our prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective;
        2. is not used to create any software that is substantially similar in its expression to the Site;
        3. is kept secure; and
        4. is used only for the Permitted Objective;
      5. comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the App or any Service.
  20. Acceptable use restrictions
    1. You must:
      1. not use the App in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App, or any operating system;
      2. not infringe our intellectual property rights or those of any third party in relation to your use of the App, including by the submission of any material (to the extent that such use is not licensed by these terms);
      3. not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the Site; and
      4. not use the App in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users.
    2. You are provided with the functionality of messaging Service Providers directly via the App. You must conduct yourself appropriately at all times when using the messaging service.
  21. Intellectual Property Rights
    1. All intellectual property rights in the App throughout the world belong to us (or our licensors) and the rights in the App are licensed (not sold) to you. You have no intellectual property rights in, or to, the App other than the right to use it in accordance with these terms.
  22. Prohibited uses
    1. You may use our App only for lawful purposes. You may not use our Site:
      1. In any way that breaches any applicable local, national or international law or regulation.
      2. In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
      3. For the purpose of harming or attempting to harm minors in any way.
      4. To bully, insult, intimidate or humiliate any person.
      5. To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards as set out in clause 20.
      6. To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
      7. To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
    2. You also agree:
      1. Not to reproduce, duplicate copy or re-sell any part of our App in contravention of the provisions of our terms of App use as set out in clauses 15, 16 and 17.
      2. Not to access without authority, interfere with, damage or disrupt:
        1. any part of our App;
        2. any equipment or network on which our App is stored;
        3. any software used in the provision of our App; or
        4. any equipment or network or software owned or used by any third party.
  23. Content Standards
    1. These content standards apply to any and all material which you contribute to our App (Contribution), and to any interactive services associated with it.
    2. The Content Standards must be complied with in spirit as well as to the letter. The standards apply to each part of any Contribution as well as to its whole.
    3. We will determine, in its discretion, whether a Contribution breaches the Content Standards.
    4. A Contribution must:
      1. Be accurate (where it states facts).
      2. Be genuinely held (where it states opinions).
      3. Comply with the law applicable in England and Wales and in any country from which it is posted.
    5. A Contribution must not:
      1. Be defamatory of any person.
      2. Be obscene, offensive, hateful or inflammatory.
      3. Bully, insult, intimidate or humiliate.
      4. Promote sexually explicit material.
      5. Include child sexual abuse material.
      6. Promote violence.
      7. Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
      8. Infringe any copyright, database right or trade mark of any other person.
      9. Be likely to deceive any person.
      10. Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
      11. Promote any illegal activity.
      12. Be in contempt of court.
      13. Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
      14. Be likely to harass, upset, embarrass alarm or annoy any other person.
      15. Impersonate any person, or misrepresent your identity or affiliation with any person.
      16. Give the impression that the Contribution emanates from us, if this is not the case.
      17. Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse.
      18. Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.
      19. Contain any advertising or promote any services or web links to other sites.
  24. Breach of Prohibited uses and Content Standards
    1. When we consider that a breach of this acceptable use policy has occurred, we may take such action as we deem appropriate.
    2. Failure to comply with clauses 20and 21constitute a material breach of the terms of use upon which you are permitted to use our App, and may result in our taking all or any of the following actions:
      1. Immediate, temporary or permanent withdrawal of your right to use our App.
      2. Immediate, temporary or permanent removal of any Contribution uploaded by you to our App.
      3. Issue of a warning to you.
      4. Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
      5. Further legal action against you.
      6. Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.
    3. We exclude our liability for all action we may take in response to breaches of clauses 20 and 21. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.
  25. Our responsibility for loss or damage suffered by you.
    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both we and you knew it might happen.
    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.
    3. When we are liable for defective digital content. If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.
    4. We are not liable for business losses. The App is for domestic and private use. If you use the App for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  26. Limitations to the App
    1. The App is provided for general information and entertainment purposes only. It does not offer advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the App. Although we make reasonable efforts to update the information provided by the App, we make no representations, warranties or guarantees, whether express or implied that such information is accurate, complete or up to date.
    2. Please back-up content and data used with the App. We recommend that you back up any content and data used in connection with the App, to protect yourself in case of problems with the App.
    3. Check that the App is suitable for you. The App has not been developed to meet your individual requirements. Please check that the facilities and functions of the App meet your requirements.
  27. Our rights to end the contract
    1. We may end the contract if you break it. We may end the contract at any time by writing to you if:
      1. you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due;
      2. you do not, within a reasonable time of us asking for it, provide us with the information that is necessary for us to process and administer your Booking;
      3. you do not comply with these terms and conditions and where possible, you fail to remedy such failure after we have given you reasonable opportunity to do so.
    2. If we end the contract and your rights to use the Site:
      1. you must stop all activities authorised by these terms, including your use of the App.
      2. You must delete or remove the App from all devices in your possession and immediately destroy all copies of the App which you have and confirm to us that you have done this.
      3. We may remotely access your devices and remove the App from them.
  28. We are not responsible for delays outside our control
    1. If the performance of our obligations under these terms is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
  29. We may transfer this agreement to someone else
    1. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens an we will ensure that the transfer will not affect your rights under the contract.
  30. You need our consent to transfer your rights to someone else
    1. You may only transfer your rights or your obligations under these terms to another person if we agree in writing.
  31. No rights for third parties
    1. This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
  32. If a court finds part of this contract illegal, the rest will continue in force
    1. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
  33. Even if we delay in enforcing this contract, we can still enforce it later
    1. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
  34. Which laws apply to this contract and where you may bring legal proceedings
    1. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.