Terms of Service

1. About these terms

These terms of service (“Terms”) govern your use of the Hampstead On Demand application and services (“Service”). Hampstead On Demand is a trading name of Hampstead Renovations Ltd (company no. 16838595); Hampstead Maintenance is the in-house maintenance delivery route, not a separate marketplace. By submitting a brief, creating an account or using the Service, you agree to these Terms. If you do not agree, please do not use the Service.

2. The Service

Hampstead On Demand lets customers submit briefs for the current maintenance, renovation and cleaning offer online. One-time requests can be submitted in the browser; an account or installed app is useful for repeat clients who want tracking, messages, and request history. All work is carried out by Hampstead Renovations and Hampstead Maintenance — we are not a marketplace.

3. Eligibility and accounts

• Online requests are available for properties across our London service areas. We confirm availability after reviewing the postcode and job details.
• You do not need to install the app to submit a one-time request. If you create an account, you are responsible for keeping your account details secure.
• You must be at least 18 years old to use the Service.

4. Service requests

When you submit a service request, you agree that:

• All information you provide is accurate and complete.
• Photos and videos you upload are of the property in question and do not infringe on any third party's rights.
• Submitting a request does not guarantee that work will be undertaken. We will provide a quote where applicable, which you must approve before work begins.
• Emergency requests are triaged based on severity and our team's availability.

5. Quotes and payments

• For planned work, we provide a written quote or another clearly agreed price basis before commencing.
• By accepting a quote, you authorise us to carry out the work at the quoted price.
• Small jobs are paid by bank transfer after completion. You agree to pay charges associated with the scope and price you accepted.
• For larger works, an agreed deposit is due by bank transfer after quote acceptance. The final balance is due by bank transfer on completion, unless the written quote sets out another agreed milestone arrangement.
• Emergency and call-out charges, including the applicable price basis for time and materials, are confirmed before attendance wherever circumstances reasonably allow.
• All prices are in GBP and inclusive of VAT where applicable.

6. Your obligations

• Provide safe access to the property for our team to carry out work.
• Inform us of any hazards, access restrictions, or special conditions at the property.
• Use the messaging system respectfully. Abusive or threatening communication will not be tolerated.
• Do not use the Service for any unlawful purpose.

7. Our liability

• We confirm the insurance appropriate to the scope of work we accept and provide relevant documentation on request.
• Our workmanship is covered for 12 months from completion. Where that guarantee applies, you must give us reasonable access to inspect and a reasonable opportunity to put the workmanship right.
• The workmanship guarantee does not cover pre-existing defects; product or material failure; customer-supplied materials; misuse, neglect, accidental damage or third-party alterations; or an outcome beyond the recorded scope of temporary emergency make-safe work.
• We are not liable for losses arising from circumstances beyond our reasonable control.

Product and material warranties are separate from our workmanship guarantee. Nothing in these Terms excludes or limits liability where doing so would be unlawful, or affects your statutory consumer rights.

8. Intellectual property

All content, branding, and technology within the Service belong to us or our licensors. You may not copy, modify, or distribute any part of the Service without our written consent. Content you upload (photos, videos, messages) remains yours, but you grant us a licence to use it for providing the Service.

9. Termination

You may close your account from account settings or by contacting us. Closing an account removes sign-in access but does not cancel an accepted quote, work already agreed, or an outstanding payment. Records that must be retained for contractual, financial or legal purposes are handled as described in our Privacy Notice. We may suspend or terminate account access if you breach these Terms or for another reasonable cause.

10. Changes to these terms

We may update these Terms from time to time. We will notify you of material changes via email or in-app notification. Continued use of the Service after changes constitutes acceptance of the updated Terms.

11. Governing law

These Terms are governed by the laws of England and Wales. Any dispute may be brought in the courts with jurisdiction under applicable consumer law; nothing here removes a consumer's right to use the courts available to them by law.

12. Contact us

If you have questions about these Terms, contact us at contact@hampsteadrenovations.co.uk.