These terms apply when you book or use services from Mykhailo Vertepa, trading as Good Hands ("we", "us", "our"). Please read them alongside our Privacy Policy.

1. Our services

We provide home help in Twickenham, Richmond, Teddington and Hampton, and the areas immediately around them. Our services are home cleaning, flat-pack furniture assembly and small household jobs, home technology setup, and decluttering and organising. We are a small, family-run business and we carry out the work ourselves.

2. Quotes and prices

Prices shown on our website (for example "from £X") are guide prices, and each one describes a job we genuinely offer at that price. Any quote we give is an estimate based on the information you give us. The final price is the one we confirm with you before work begins. If the job turns out to be larger or different from the description, we will agree any change with you before carrying on.

The price we quote is the price you pay. We are not VAT registered, and we do not add parking or congestion charges.

3. Booking, changes and cancellations

When you accept a quote we will agree a date and time. If you need to change or cancel, please give us as much notice as you can — at least 48 hours. Where a booking is cancelled with less than 48 hours' notice, or where we cannot get into the property at the agreed time, we may charge up to 50% of the booked price.

4. Access and your responsibilities

You agree to:

provide safe access to the property at the agreed time;
give us accurate information about the work;
tell us about anything we should know — pets, alarms, fragile or valuable items, and any hazards;
keep valuables and important documents secure.

Please tell us in advance about any products you would like us to use or avoid. For regular and one-off cleaning we work with your own cleaning products unless we agree otherwise; for deep cleans and end-of-tenancy cleans we bring our own.

5. Work we don't carry out

For your safety and by law, we do not carry out electrical installation, gas work, plumbing, or any other work that requires a certified or regulated tradesperson. Where you need one, we will gladly point you towards a specialist.

We also do not:

drill into walls, ceilings or floors — we assemble free-standing furniture, and where a piece comes with an anti-tip bracket intended to be fixed to the wall, we assemble and position the furniture safely and leave the bracket and its fixings with you;
mount televisions or anything else on walls;
work at height beyond a standard step stool;
carry out garden or outdoor work of any kind;
carry out house clearance, or work in homes affected by hoarding;
transport or remove your goods — we do not operate a van, and where things are leaving the house we will help you arrange a free charity collection or a council bulky-waste collection, which they carry out at your address;
repair devices, remove viruses, recover lost files or reinstall operating systems, and we never take remote access to your computer;
steam clean carpets, upholstery or mattresses;
provide care, personal care, childcare, or boarding for pets.

6. Decluttering and organising — how we handle your things

Nothing is thrown away, donated or taken out of your home without you telling us to. Anything you are unsure about is boxed, labelled with the date and left with you to decide later. We do not value, appraise or sell anything on your behalf.

7. Payment

Unless we agree otherwise, payment is due once the work is finished, by the methods we tell you when we confirm your booking.

8. Insurance and liability

We hold Public Liability insurance.

Our insurance covers damage we cause to your home and the things in it. It does not cover the item we are working on itself — the furniture we are assembling, the television or computer we are setting up, or a possession we are handling during a decluttering session. We take real care with these, and if something does go wrong we will talk it through with you and put it right where we can. If an item is especially valuable, please tell us before we start, so we can agree together how to handle it.

We take great care in your home, but to the extent permitted by law:

we are not liable for pre-existing faults, wear and tear, or damage we could not reasonably have avoided;
we are not liable for indirect or unforeseeable losses;
nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot be limited by law.

If you think something has been damaged or has gone wrong, please tell us as soon as you can, ideally within 48 hours, so that we can put it right.

9. Your statutory rights

As a consumer you have legal rights that these terms do not affect, including the right to have services carried out with reasonable care and skill.

10. Complaints

We want you to be happy. If something isn't right, contact us at hello@goodhandshome.co.uk and we'll do our best to sort it out quickly and fairly.

11. Governing law

These terms are governed by the law of England and Wales, and any disputes are subject to the courts of England and Wales.

12. Contact

Mykhailo Vertepa trading as Good Hands.
Email: hello@goodhandshome.co.uk

Terms of Service