Service Terms

Version 1.1 · Effective 4 August 2026 · Last reviewed 4 August 2026 · Next scheduled review 4 August 2027, or earlier if the service or legal requirements change

These Service Terms form part of the contract between Amara’s Angels and the Client and should be read with the signed Client Service Agreement and confirmed service arrangement.

Where there is a direct conflict between these Service Terms and the Client Service Agreement, the Client Service Agreement will take priority unless the parties agree otherwise in writing.

1. Service scope and standard

1.1 The service

Amara’s Angels provides structured residential cleaning and household maintenance services in private homes.

The core service, The Amara Approach, consists of:

an initial Reset; followed by

weekly or fortnightly Ongoing Upkeep.

The Reset is the required first stage of the service and is not offered as a standalone trial or unrestricted one-off deep clean.

Ongoing Upkeep is designed to preserve the baseline established during the Reset. It does not recreate a full Reset during every visit.

1.2 Reasonable care and skill

Amara’s Angels will provide the service with reasonable care and skill and in accordance with the agreed service arrangement.

Nothing in these Service Terms limits the Client’s statutory rights.

1.3 Structured delivery

Services are delivered using Amara’s Angels’ operational systems.

The team will determine the order, allocation and method of work based on:

The Client may identify priorities, but the service is not delivered as an unrestricted list of individually directed tasks.

1.4 Allocated time

The service is provided within the allocation recorded in the confirmed service arrangement.

The team will not knowingly:

Where the agreed work cannot reasonably be completed within the allocation, Amara’s Angels may prioritise core hygiene and maintenance, record incomplete areas and recommend additional time or a revised arrangement.

1.5 Results and existing conditions

Amara’s Angels does not guarantee the removal of:

The appearance of an item or surface after cleaning may remain affected by its age, construction, condition, maintenance history or previous treatment.

1.6 Excluded and specialist work

Unless expressly agreed in writing, the service does not include:

Amara’s Angels may decline any task that falls outside its insurance, competence, equipment or safe working procedures.

1.7 Appliance interiors and beds

Fridge interiors are not included unless separately agreed in advance. Where agreed, the fridge must be emptied or prepared as instructed before the visit.

Microwave interiors may be completed where required and where sufficient time is available.

Beds may be visually reset as part of the room finish.

Full linen changes are only included where:

2. Products, equipment and scent

2.1 Approved products

Amara’s Angels supplies and uses its own approved products, cloths and equipment to support consistency, safety and quality control.

The Client must not require the team to use a household product, chemical, tool or method that has not been approved by Amara’s Angels.

2.2 Client products

Amara’s Angels may, at its discretion, agree to use a Client-supplied product where:

Amara’s Angels may refuse to use any supplied product where its contents, condition, instructions or suitability are uncertain.

2.3 Equipment condition

The team may stop using any equipment or product that appears faulty, damaged, contaminated or unsafe.

2.4 Signature scent

A light Amara’s Angels signature scent may be used at the end of a visit where the Client has not opted out and no relevant sensitivity has been disclosed.

The Client should tell Amara’s Angels before service begins about:

The signature scent will not be used where Amara’s Angels reasonably considers it unsuitable.

3. Access to the property

3.1 Access arrangements

The Client must provide safe and reliable access at the agreed time.

Access may be provided through an arrangement such as:

3.2 Keys

Amara’s Angels does not hold Client keys.

The Client remains responsible for the security, operation and accuracy of any access method provided.

3.3 Codes and instructions

The Client must ensure that:

Access details must not be sent through an insecure method where Amara’s Angels has provided a designated secure process.

3.4 Inaccessible areas

The team will not force entry into a locked or inaccessible room, cupboard or area.

Where an area cannot be accessed safely or promptly, it may be left and recorded as incomplete.

3.5 Occupants

The Client should tell Amara’s Angels where any occupant is expected to be:

The team will not disturb sleeping occupants or enter a room where access would be inappropriate.

Where occupied rooms materially prevent completion of the service, the normal visit charge may remain payable.

3.6 Parking

The Client must disclose any parking restrictions, permits, access fees or other relevant arrangements before the visit.

Where the Client has agreed to provide a permit or parking access but fails to do so, resulting delays may reduce the service time available.

4. Safety and preparation

4.1 Client responsibilities

Before each visit, the Client must take reasonable steps to provide a safe working environment.

This includes:

4.2 Clutter

Amara’s Angels does not provide general decluttering as part of the standard cleaning service.

The team may:

The team will not reorganise drawers, wardrobes, paperwork, personal possessions or household storage unless a separate service has been expressly agreed.

4.3 Furniture and heavy items

The team may move light furniture or items where it is safe to do so.

The team will not move heavy or unstable items, including:

4.4 Unsafe conditions

Amara’s Angels may refuse, stop or alter the service where the property presents a material risk, including:

Where possible, the Client will be informed and given an opportunity to resolve the issue.

4.5 Illness

The Client must notify Amara’s Angels as soon as reasonably possible where a household member has a contagious illness that could place the team at risk.

Amara’s Angels may reschedule or decline the visit in accordance with the cancellation provisions and the circumstances.

4.6 Utilities

The Client must ensure that the property has:

Where utilities are unavailable and the service cannot reasonably proceed, the visit may be treated as a missed-access or late-cancellation event.

5. Pets

5.1 Disclosure

The Client must tell Amara’s Angels about pets that may be present during a visit.

5.2 Securing pets

The Client must secure any pet that:

5.3 Pet handling

The team does not:

5.4 Escape or injury

Amara’s Angels will take reasonable care when entering and leaving the property but cannot guarantee that a pet will not escape where the Client has failed to secure it appropriately or provide accurate instructions.

Any incident will be reported to the Client promptly.

6. Valuables and personal belongings

6.1 Securing valuables

The Client should securely store items of particular financial, sentimental, confidential or personal importance before a visit.

This includes:

6.2 Fragile or high-value items

The Client must identify any fragile, unstable, antique, specialist or unusually valuable item that remains in an area to be serviced.

Amara’s Angels may decline to move or clean an item where the risk cannot reasonably be assessed.

6.3 Paperwork and personal material

The team will not intentionally read, sort or reorganise private papers or correspondence.

Where paperwork prevents access, the relevant area may be left.

6.4 Cash and unsecured valuables

Amara’s Angels may record or report substantial cash or valuables found unsecured in a service area.

The team may avoid the immediate area until the Client provides instructions.

7. Damage, breakages and property condition

7.1 Pre-existing damage

The team may record visible pre-existing damage, defects or unusual surface conditions before or during a visit.

Where appropriate, Amara’s Angels may notify the Client before cleaning the affected area.

7.2 Surface suitability

The Client must disclose, where known:

Where surface suitability is uncertain, Amara’s Angels may:

7.3 Reporting damage

If the team causes or discovers damage, Amara’s Angels will notify the Client as soon as reasonably possible and record the circumstances.

The Client should report any concern about damage promptly and, where possible, within 24 hours of becoming aware of it.

A delay will not automatically remove the Client’s rights, but prompt notification allows the matter to be investigated while information remains available.

7.4 Investigation and remedy

Amara’s Angels may:

The Client must not arrange disproportionate repairs or dispose of the item before Amara’s Angels has had a reasonable opportunity to inspect and respond, except where urgent action is necessary to prevent further loss or danger.

7.5 Liability limitations

Amara’s Angels is not responsible for loss or damage caused by:

Client-supplied products or instructions;

Nothing in these Service Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or the Client’s statutory rights.

8. Concerns, complaints and service remedies

8.1 Raising a concern

The Client should notify Amara’s Angels promptly where they believe the service has not been delivered as agreed.

Concerns should be sent to: enquiries@amarasangels.com

The Client should provide:

8.2 Response

Amara’s Angels will acknowledge urgent concerns as soon as reasonably possible and ordinarily aims to respond to routine service concerns within one to two working days.

8.3 Opportunity to investigate

The Client must provide a reasonable opportunity for Amara’s Angels to review and, where appropriate, correct the service.

Depending on the circumstances, Amara’s Angels may:

8.4 Limits of remedy

A remedy may not be available where:

Nothing in this section limits statutory remedies available to the Client.

9. Team allocation and continuity

9.1 Two-person delivery

Services are normally delivered by a team of two Home Service Specialists.

One team member may act as the Senior Home Service Specialist and hold responsibility for:

9.2 Team changes

Amara’s Angels aims to provide continuity but does not guarantee that the same individuals will attend every visit.

Team allocation may change because of:

Any replacement will be appropriately employed, checked and trained for the work they are assigned.

9.3 Supervised training

A trainee or additional team member may attend where reasonably required for training, quality assurance or operational support.

Amara’s Angels will remain responsible for the service and will seek to avoid unnecessary disruption.

9.4 Lone attendance

Where exceptional circumstances require a different team arrangement, Amara’s Angels will consider whether the visit can be delivered safely and to standard.

Amara’s Angels may reschedule rather than provide a reduced or unsuitable team.

10. Direct engagement of team members

10.1 Protection of the service relationship

The Client must not directly or indirectly engage, employ or arrange private services with an individual who has provided services to the Client through Amara’s Angels, except with Amara’s Angels’ prior written agreement.

This restriction applies:

during the Client’s service relationship with Amara’s Angels; and

for six months after the later of the Client’s final service visit or the relevant individual’s final visit to the Client’s property through Amara’s Angels.

10.2 Indirect engagement

This restriction includes engagement:

10.3 Employee applications

This provision does not prevent an employee from applying fairly for a publicly advertised role with an unrelated business. Its purpose is to prevent the private diversion of Amara’s Angels’ established client relationships.

10.4 No automatic penalty

These Service Terms do not impose a fixed punitive fee.

Where this section is breached, Amara’s Angels may seek an appropriate legal remedy for demonstrable loss and may end the Client’s service arrangement.

11. Privacy and confidentiality

11.1 Client information

Amara’s Angels may collect and use information necessary to:

Further information is provided in the separate Privacy Notice.

11.2 Sensitive information

The Client should provide only information reasonably necessary for safe and appropriate service delivery.

Information about allergies, health conditions or accessibility needs may require additional protection because health information can constitute special-category personal data.

11.3 Confidentiality

Amara’s Angels requires its employees to respect the privacy and confidentiality of Clients and household members.

Employees must not disclose or misuse:

Client names or addresses;

11.4 Photography

No photograph may be taken for marketing purposes without separate, recorded consent.

Operational photographs may only be taken through an authorised business process where reasonably necessary, for example to:

Employees must not take photographs on personal devices unless an emergency makes this unavoidable and the material is transferred and removed in accordance with the authorised process.

11.5 Security

Amara’s Angels will use reasonable technical and organisational measures to protect personal information.

11.6 Legal disclosure

Information may be disclosed where reasonably necessary to:

Any disclosure will be limited to what is reasonably necessary and lawful.

12. Statutory cancellation

12.1 Applicable rights

Where the contract is entered into online, by email, by telephone or away from Amara’s Angels’ business premises, the Client may have a statutory right to cancel.

For a qualifying service contract, the ordinary cancellation period ends 14 days after the day on which the contract is entered into.

12.2 Cancellation information

Amara’s Angels will provide the Client with information about:

Failure to provide the prescribed information can affect the length of the statutory cancellation period.

12.3 Early-start request

Amara’s Angels will not begin providing services during an applicable statutory cancellation period unless the Client has made an express request.

The Client may be asked to sign the separate Early-Start Request and Statutory Cancellation Acknowledgement.

Where the Client expressly requests early service and then cancels, the Client may be required to pay a proportionate amount for services supplied before cancellation, in accordance with the applicable regulations.

12.4 Completion during the cancellation period

Where the service has been fully performed during the statutory cancellation period following the Client’s express request and acknowledgement, the statutory cancellation right may be lost to the extent permitted by law.

12.5 Method of cancellation

The Client may exercise a statutory cancellation right by making a clear statement to Amara’s Angels before the deadline.

The Client may use the model cancellation form but is not required to do so.

12.6 Contractual cancellation policy

The statutory cancellation right is separate from the contractual visit-cancellation policy in the Client Service Agreement.

Once the statutory period has expired, confirmed visits remain subject to the requirement for at least two working days’ notice.

13. Changes and communications

13.1 Changes requested by the Client

The Client may request changes to:

A requested change does not take effect until Amara’s Angels confirms it in writing.

A material change may affect pricing, availability or suitability.

13.2 Changes by Amara’s Angels

Amara’s Angels may make reasonable changes to its operating methods, products, staff allocation or administrative processes where those changes do not materially reduce the agreed service.

Where a proposed change materially affects service scope, frequency, allocation, price or the Client’s contractual rights, Amara’s Angels will give reasonable written notice and, where appropriate, obtain the Client’s agreement.

13.3 Updates to these Service Terms

Amara’s Angels may update these Service Terms for future services to reflect:

Material changes will not be applied retrospectively to a confirmed Reset without agreement.

For continuing Ongoing Upkeep, reasonable notice will be provided before material revised terms take effect.

13.4 Written communication

For contractual and operational purposes, written communication includes:

Social-media messages should not be used for urgent access, cancellation, payment or safety matters unless Amara’s Angels expressly agrees.

13.5 Contact details

Each party must promptly update the other where their relevant contact information changes.

Amara’s Angels is not responsible for a communication not received because the Client provided inaccurate or outdated details.

14. Events outside control and general legal terms

14.1 Events outside reasonable control

Amara’s Angels will not be responsible for delay or failure caused by events outside its reasonable control, including:

Amara’s Angels will notify the Client where reasonably possible and seek to minimise disruption.

14.2 No indirect loss

Amara’s Angels is not responsible for indirect or consequential loss that was not reasonably foreseeable when the contract was entered into.

Nothing in these Service Terms limits liability where it would be unlawful to do so or affects the Client’s statutory rights.

14.3 Entire agreement

The contract consists of:

The Privacy Notice and optional Photography Consent are separate documents.

14.4 No waiver

If either party does not enforce a right immediately, that does not mean the right has been waived.

14.5 Severability

If a court or competent authority finds part of the contract unlawful or unenforceable, the remainder will continue to apply so far as legally possible.

14.6 Third-party rights

A person who is not a party to the contract has no right to enforce its terms, except where the law expressly provides otherwise.

14.7 Transfer

The Client may not transfer the service arrangement to another person or property without Amara’s Angels’ written agreement.

Amara’s Angels may transfer its rights or obligations as part of a genuine business transfer, restructuring or succession arrangement, provided this does not materially reduce the Client’s rights.

14.8 Governing law

The contract is governed by the law of England and Wales.

The courts of England and Wales will have jurisdiction, subject to any mandatory consumer right to bring proceedings elsewhere.

14.9 Statutory rights

Nothing in these Service Terms is intended to exclude, restrict or replace rights or remedies that cannot lawfully be excluded.

Client acknowledgement

The Client confirms that they have received or been given access to these Service Terms before entering into the service contract.

Client name: _______________________________________________________

Service address: _______________________________________________________

Signature: _______________________________________________________

Date: _______________________________________________________

The acknowledgement may be incorporated into the electronic Client Service Agreement rather than signed as a separate document.