These Terms & Conditions apply to all services provided by Ordni Home by Charlotte (“the Organiser”, “I”, “me”, “my”). By confirming a booking, you (“the Client”) agree to the following terms.

Services

Services may include:

• Home decluttering

• Professional organising

• Space planning and storage solutions

• Support with sorting belongings

• Home moving and downsizing support

• Seasonal home resets

• Donation and recycling arrangements

• Virtual organising sessions

• Follow-up support, where agreed

All services will be discussed and agreed with the Client prior to sessions commencing.

All services are delivered within the scope of Ordni Home by Charlotte’s professional expertise, experience and competence. Where appropriate, clients may be referred or signposted to other suitably qualified professionals or specialist services.

Any guidance, recommendations or advice provided by Ordni Home by Charlotte are offered in good faith and with the client’s best interests in mind. However, clients remain responsible for all decisions and actions taken, and Ordni Home by Charlotte accepts no liability for any outcomes arising from such decisions.

Ordni Home by Charlotte is unable to move, lift or transport large, heavy or hazardous items. Clients are responsible for arranging any specialist lifting, removal or transportation services where required.

Ordni Home by Charlotte does not provide psychological counselling, therapy, legal, tax, accounting or financial advice, and clients should seek guidance from appropriately qualified professionals where necessary. In addition, Ordni Home by Charlotte is not qualified to diagnose, manage or treat mental health conditions, including hoarding disorder or related behaviours.

From time to time, Ordni Home by Charlotte may recommend premium third-party products, suppliers or specialist services to support a client’s project. Whilst recommendations are made carefully and in good faith, Ordni Home by Charlotte accepts no responsibility or liability for the performance, quality, availability or outcomes associated with any third-party products or services, including any direct or consequential loss or damage.

Any contractual arrangement for third-party services or products shall exist solely between the client and the relevant third party. Ordni Home by Charlotte shall not be party to such agreements and accepts no liability for any loss, damage, delays or disputes arising from those engagements.

Consultations & Bookings

Every project begins with a complimentary 30-minute consultation by telephone, video call, or in person.

Where appropriate, an in-home assessment may be recommended at a fee of £35. Should you decide to proceed, this fee will be deducted from your overall investment.

Sessions are available as half days or full days, depending on the size and pace of the project.

• Half Day Session: 3 hours, including a short break

• Full Day Session: 6 hours, including a 30-minute lunch break

Discounted packages are also available for 24, 48 and 72-hour bookings. A minimum booking of 3 hours applies to all appointments.

Current weekday and weekend rates can be found at ordnihome.com or within your personalised quotation.

Bookings are confirmed once:

• A date has been agreed, and

• Client Terms & Conditions have been signed and returned

I reserve the right to decline work that falls outside the scope of my services.

Fees & Payment

All fees will be agreed in advance of the project commencing.

Payment terms are as follows:

• A 50% deposit is required to secure planned sessions

• The remaining balance is payable within 3 working days of receipt of invoice

• Payments are accepted via bank transfer

• Any additional expenses — including storage products, parking, travel, or disposal fees — will always be discussed and approved in advance

• Late payments may result in future sessions being postponed until payment has been received

• For clients booking discounted 24, 48, or 72-hour packages, full payment is required in advance. Payment plans are also available, please ask for details.

Cancellations & Rescheduling

I understand that plans can occasionally change.

A minimum of 48 hours’ notice is required for cancellations or rescheduling requests. Unfortunately, refunds cannot be issued for cancellations made with less than 48 hours’ notice.

If I need to reschedule due to illness or unforeseen circumstances, an alternative date will be offered as soon as possible.

Client Responsibilities

Clients are kindly asked to:

• Be present during sessions unless otherwise agreed

• Make final decisions regarding belongings

• Inform me of any health, safety, or access considerations within the property

• Provide a safe and suitable working environment

No items will be removed from the property without the Client’s permission.

Donations, Recycling & Disposal

Where agreed, I may assist with:

• Delivering donations to charity

• Recycling unwanted items

• Arranging suitable disposal services

Once items have been donated, recycled, or disposed of with the Client’s approval, Ordni Home by Charlotte cannot accept responsibility for those items.

Confidentiality & Privacy

Client confidentiality is treated with the utmost discretion and respect.

Any personal information shared during our work together will remain strictly confidential and will never be shared with third parties unless required by law.

Photographs of spaces will only ever be used with the Client’s prior written permission.

Health & Safety

I reserve the right to pause or discontinue work if:

• The environment is considered unsafe

• There is a risk of injury

• Hazardous materials are present

• Behaviour towards me is inappropriate, aggressive, or abusive

For personal safety and safeguarding purposes, client addresses and appointment details may be shared confidentially with a trusted third party while services are being carried out.

Insurance & Liability

I hold appropriate business insurance, including professional indemnity and public liability cover, and I am DBS checked.

While every care is taken when handling belongings, Ordni Home by Charlotte cannot accept responsibility for:

• Pre-existing damage

• Normal wear and tear

• Losses arising from decisions made by the Client

• Accidental damage unless caused by proven negligence

Clients remain responsible for ensuring suitable insurance cover for valuable or high-value items.

Ordni Home by Charlotte is a proud member of the Association of Professional Declutterers & Organisers and adheres to its professional code of ethics, standards and working practices at all times.

Children & Pets

For safety and comfort during sessions, children and pets should be supervised where possible.

Results & Expectations

Professional organising is a collaborative process. While I aim to create calm, functional, organised spaces, maintaining these results over time will depend on the Client’s ongoing habits and routines.