1. Booking confirmation

This invoice relates to the services, dates, locations and requirements described above. Please check all details carefully before making payment.

Unless otherwise agreed in writing, the booking is provisional until cleared payment is received. Payment of this invoice confirms that you accept these terms and that the information you have provided is accurate.

2. Payment

Payment must be received by the due date shown on the invoice. Welcome Home Concierge may release a provisional booking if payment is not received by that date.

Any additional services, purchases, parking charges, tolls, waiting time or other costs will only be charged where they have been agreed with you, are shown in the booking, or are reasonably necessary to complete the requested service.

3. Customer responsibilities

You must provide accurate and complete information, including service addresses, access arrangements, contact details, travel information, pet information and any relevant health, safety or property instructions.

Please inform us promptly of any changes. We are not responsible for losses or delays caused by inaccurate information, unavailable access or instructions that were not provided to us, although we will take reasonable steps to assist.

4. Changes to a booking

Changes are subject to availability and may affect the price. A change is not confirmed until accepted by Welcome Home Concierge in writing.

Where a requested change results in additional work or unavoidable third-party costs, these will be explained and agreed wherever reasonably possible before being incurred.

5. Statutory cancellation rights

Nothing in these terms limits your statutory consumer rights.

Where a statutory 14-day cancellation period applies, you may cancel the contract within that period by contacting us clearly in writing.

Where your service is due to begin within 14 days of the booking, payment of this invoice confirms your express request for Welcome Home Concierge to begin providing the service during the cancellation period.

If you cancel after work has begun, you may be required to pay a reasonable amount for the services already supplied and any non-refundable costs incurred. Where the service has been fully completed following your express request, your statutory right to cancel may be lost.

6. Our standard cancellation policy

Unless different cancellation terms are shown on this invoice:

• More than 7 days before the first service: a full refund, less any non-refundable third-party costs already incurred with your agreement.

• Between 48 hours and 7 days before the first service: a cancellation charge of up to 50% of the affected service price, plus any non-refundable third-party costs.

• Less than 48 hours before the service, or where the customer does not attend or provide access: a cancellation charge of up to 100% of the affected service price.

Cancellation charges will be limited to our reasonable losses and costs. They will be reduced where we are able to avoid the loss, cancel third-party arrangements or resell the appointment.

7. Purchases and third-party costs

Where we purchase groceries, supplies, tickets or other items on your behalf, you are responsible for the agreed purchase price and any clearly disclosed collection or service charge.

Non-refundable purchases or third-party bookings may remain payable if you subsequently cancel your service.

8. Delays and circumstances outside our control

We will provide services with reasonable care and skill and make reasonable efforts to meet agreed times.

We are not responsible for delays caused by events outside our reasonable control, including severe weather, road closures, exceptional traffic, flight disruption, emergencies, utility failure or unsafe working conditions.

Where this occurs, we will contact you as soon as reasonably possible and offer an alternative arrangement, partial refund or full refund for any service we are unable to provide, as appropriate.

9. Property, pets and safety

Customers must disclose any known risks relating to the property, occupants, pets, access or requested service.

We may suspend or refuse a service where continuing would be unsafe, unlawful or materially different from what was agreed. Any refund will take account of work already completed and reasonable costs already incurred.

10. Liability

Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory consumer rights.

Welcome Home Concierge is responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable or that arise from inaccurate information, customer instructions or circumstances outside our reasonable control.

11. Cancellation by Welcome Home Concierge

If we have to cancel a service and cannot offer a suitable alternative, you will receive a refund for the affected service.

12. Concerns and complaints

Please report any concern as soon as reasonably possible so that we have an opportunity to investigate and put matters right.