Clear Terms.
Thoughtful Service.

These terms and conditions apply to services provided by Sorted., a sole trader business operating in England and providing home and lifestyle support across Eastbourne and surrounding areas.

In these terms, “Sorted.”, “we”, “us” and “our” refer to the provider of the service. “You”, “your” and “client” refer to the person who books the service or the person for whom the service is being provided.

Your agreement with us consists of these terms together with any written quotation, service agreement, membership summary, booking confirmation or agreed support plan that we provide to you.

Where another person arranges or pays for services on your behalf, that person must have authority to do so. We may ask for confirmation of that authority where appropriate.

Sorted. provides practical home and lifestyle support. Services may include:

• Shopping, errands, collections and returns.
• Home organisation and decluttering support.
• Administrative and paperwork assistance.
• Appointment, diary and household coordination.
• Companionship and accompanied local trips.
• Property checks and key-holding services.
• Contractor access and wait-in services.
• Home and lifestyle support while you are away.
• Other agreed practical assistance within our service scope.

The exact service, frequency, duration and price will be agreed before work begins or included within your written support plan.

We may decline any requested task that is unsafe, unlawful, outside our competence, outside the agreed service or likely to place any person, animal or property at unreasonable risk.

An initial consultation may be used to understand your needs, explain our services, discuss risks and decide whether we are a suitable provider.

A consultation does not oblige either party to proceed with a booking.

A booking is confirmed when we accept it in writing, issue a booking confirmation, agree a service agreement or otherwise clearly confirm that the work has been scheduled.

Any proposed date or time remains provisional until we have confirmed it.

We may require a completed client information form, emergency contact details, risk assessment, payment, deposit or signed service agreement before a booking is confirmed.

You must provide complete and accurate information that is reasonably necessary for us to provide the service safely and effectively.

This may include information about:

• Access arrangements and security systems.
• Known hazards within or around the property.
• Pets and animal behaviour.
• Mobility or communication needs relevant to the service.
• Emergency contacts.
• Parking or access restrictions.
• Any other circumstances that may affect the agreed work.

You must inform us promptly if relevant information changes. We are not responsible for problems caused by material information that was inaccurate, incomplete or not disclosed to us.

Prices may be stated as an hourly rate, fixed fee, visit fee, monthly membership fee or bespoke quotation.

Unless we state otherwise, quotations are based on the information available when the quotation is prepared. A quotation may be revised if:

• The agreed work or service requirements change.
• The information originally provided was incomplete or inaccurate.
• Unexpected circumstances materially affect the work.
• Additional time, travel, purchases or third-party costs are approved.

We will explain any material price change and seek your agreement before carrying out additional chargeable work, wherever reasonably possible.

Unless stated otherwise, any published “from” price is an indicative starting price rather than a guaranteed quotation.

Payment terms will be set out in your booking confirmation, invoice, membership agreement or service agreement.

We may accept payment by:

• Bank transfer.
• Debit or credit card.
• Standing order for regular membership payments.
• Another payment method agreed by us in writing.

You are responsible for paying invoices by the due date shown on the invoice.

Where an invoice is disputed, you should contact us promptly and explain the part you dispute. Any undisputed amount remains payable.

If payment becomes overdue, we may pause future services after giving you reasonable notice. We will not suspend a service in a way that would knowingly create an immediate safety risk without first taking reasonable steps to address that risk.

We may recover reasonable costs that we genuinely incur in pursuing an overdue payment, where permitted by law.

A membership provides regular ongoing support according to the level and schedule agreed with you.

Your membership summary will explain the services, expected frequency, monthly fee, payment date and any minimum booking arrangements that apply.

Unless a fixed minimum period has been expressly agreed in writing, membership will continue monthly until ended by either party in accordance with these terms.

Services or time included within a membership are intended for use during the relevant membership period. Unused hours or visits do not automatically roll over unless we have agreed this in writing.

Membership services remain subject to availability and must be arranged through the normal booking process.

We may review your plan with you if your circumstances, required support or service frequency changes.

Any proposed change to the monthly membership price will be explained in advance. You may end the membership before the change takes effect if you do not wish to accept it.

Where you enter into a consumer service contract online, by telephone or away from our business premises, you may have a statutory right to cancel the contract within 14 days without giving a reason.

The cancellation period normally ends 14 days after the day the contract is entered into.

To exercise this right, you must clearly tell us that you wish to cancel. You may contact us by email or another clear written statement.

If the service has been fully performed during the cooling-off period following your express request and acknowledgement, your statutory right to cancel may end once the service has been fully supplied, where the law permits.

Where a valid statutory cancellation applies, any refund due will be made using the original payment method unless otherwise agreed and within the period required by law.

This section does not limit any other cancellation or refund rights available under consumer law.

If you cancel or rearrange

Please give us as much notice as reasonably possible if you need to cancel or rearrange a booked visit.

Unless your booking confirmation states otherwise, the following cancellation arrangements apply:

• More than 48 hours’ notice: no appointment cancellation fee.
• Between 24 and 48 hours’ notice: we may charge up to 50% of the booked service price.
• Less than 24 hours’ notice or no access on arrival: we may charge up to 100% of the booked service price.

Any cancellation charge will reflect the circumstances and the reasonable loss caused by the cancellation. We will take reasonable steps to reduce avoidable losses, including offering the time to another client where practicable.

We may waive or reduce a cancellation fee where there are exceptional circumstances.

If we cancel or rearrange

If we need to cancel an appointment, we will give you as much notice as reasonably possible and offer an alternative date, service credit or refund for any service you paid for but did not receive.

We are not responsible for additional indirect costs caused by a cancellation unless the law requires otherwise.

You are responsible for ensuring that we can safely and lawfully access the property at the agreed time.

Where access is not available, we may treat the appointment as a late cancellation and charge in accordance with section 9.

We will only enter the property using the access arrangements you have authorised.

You must not ask us to enter a property where doing so would breach a tenancy, court order, ownership right, occupancy right or other legal restriction.

Where we hold a key or receive an alarm, entry or lock-box code, it will be handled in accordance with our security procedures.

Keys will not ordinarily be labelled with your full name or address. Access information will only be shared with authorised individuals where reasonably necessary to provide the agreed service.

You must tell us promptly if access arrangements, locks, alarm codes or security risks change.

We may ask you to sign a separate key-holding agreement or key receipt.

At the end of the key-holding arrangement, keys will be returned in an agreed secure manner. We may request proof of identity before releasing a key.

If a key is lost or compromised because we failed to exercise reasonable care and skill, we will be responsible for the reasonable and necessary cost of replacing the affected key and, where reasonably required for security, the associated lock.

Where we make an authorised purchase on your behalf, you must reimburse the actual purchase cost together with any agreed service, collection, delivery, travel or administration charge.

We may require money in advance before making a purchase.

We will provide receipts where reasonably available.

We will not use your bank card, PIN, online banking details, credit facility or financial account unless a specific lawful and secure arrangement has been agreed in writing. We may refuse to handle cash or financial information where we consider the arrangement unsafe or inappropriate.

We do not provide financial advice and will not make investment, borrowing or other regulated financial decisions for you.

Where transport or an accompanied journey is agreed, the booking confirmation will explain the relevant arrangements and charges.

You must tell us about any mobility, access or equipment requirements relevant to the journey before it begins.

We may refuse or stop a journey if we reasonably believe it cannot be completed safely or lawfully.

Journey and appointment times can be affected by traffic, weather, road closures and delays outside our control. We will take reasonable care when planning the journey but cannot guarantee arrival at an exact time where delays are outside our reasonable control.

Parking, tolls, admission charges and other agreed journey expenses may be added to the service charge.

You must provide accurate information about every animal that may be present, including known medical needs, behavioural concerns, aggression, escape risks and care instructions.

Animals must have any legally required identification, vaccinations, licences or documentation relevant to the agreed service.

We may refuse or stop an animal-related service if an animal presents an undisclosed or unreasonable risk.

If an animal appears seriously unwell or injured and you cannot be contacted, we may contact your nominated emergency person or a veterinary professional where we reasonably believe this is necessary to protect the animal’s welfare.

You remain responsible for veterinary and other third-party costs unless the cost was caused by our failure to exercise reasonable care and skill.

Sorted. does not provide nursing, clinical treatment or regulated personal care.

We may collect a sealed prescription or medication where this has been specifically agreed and is lawful. We do not diagnose, prescribe, alter dosages or provide clinical advice.

We do not ordinarily administer medication. Any limited assistance involving medication must be expressly agreed in advance, be within our competence and remain outside regulated care activities.

We will take reasonable care when providing services and may complete or update a risk assessment where appropriate.

You must take reasonable steps to provide a safe working environment and tell us about relevant hazards, including:

• Unsafe flooring, stairs, structures or electrical items.
• Smoke, hazardous substances or pest infestations.
• Threatening, aggressive or discriminatory behaviour.
• Weapons or unlawful items.
• Uncontrolled animals.
• Any risk of violence, abuse or exploitation.

We may leave or refuse to enter a property if we reasonably believe there is an immediate or serious risk.

Where we have a genuine safeguarding concern, we may record and report that concern to an appropriate person or authority in accordance with our legal and safeguarding responsibilities.

We may help you identify, arrange or communicate with an independent contractor or supplier.

Unless we expressly agree otherwise in writing, the contract for the contractor’s work is between you and that contractor. The contractor is responsible for their own work, charges, qualifications, insurance, guarantees and conduct.

We will use reasonable care when making a recommendation or coordinating access, but we do not guarantee the availability or performance of an independent third party.

You should review the contractor’s quotation and terms before authorising work.

Any fee for our time spent sourcing, arranging, meeting or supervising a contractor will be explained separately.

We will provide our services with reasonable care and skill and within a reasonable time where no specific time has been agreed.

We will treat you, your home, belongings and personal information respectfully and discreetly.

We maintain appropriate business insurance for the services we provide. Details of relevant insurance cover can be supplied on reasonable request.

Some services depend on judgement, personal preference and the condition of the property or items involved. We will follow agreed instructions, but we cannot guarantee a particular aesthetic or subjective result unless that result has been expressly agreed.

Please tell us promptly if you believe a service has not been supplied as agreed. Where appropriate, we will investigate and may repeat or correct the affected work, provide a proportionate price reduction or offer another remedy required by consumer law.

Nothing in these terms excludes or limits responsibility where doing so would be unlawful. This includes responsibility for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of rights that cannot legally be excluded or limited.
• Any other liability that cannot lawfully be excluded.

We are responsible for loss or damage that is a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill.

We are not responsible for loss or damage that is not reasonably foreseeable, was not caused by our breach, or results from inaccurate instructions, undisclosed hazards or circumstances outside our reasonable control.

We are not responsible for the pre-existing condition, deterioration or inherent weakness of an item, fixture, surface, appliance, property or possession.

We do not exclude responsibility for damage caused by our negligence. However, you should tell us about fragile, valuable, irreplaceable or unusually sensitive items before work begins so that appropriate arrangements can be agreed.

Services are provided for private and domestic purposes unless a business arrangement has been expressly agreed. We are not responsible for business losses arising from a consumer booking, including loss of profit, revenue, opportunity or business interruption.

We are not responsible for delay or failure caused by an event outside our reasonable control.

This may include:

• Severe weather or dangerous travel conditions.
• Road closures or major transport disruption.
• Power, internet, telephone or payment system failures.
• Illness, accident or emergency.
• Government restrictions or changes in law.
• Industrial action.
• Fire, flood or other serious property incident.
• Failure of a third-party supplier outside our control.

We will contact you as soon as reasonably possible and take reasonable steps to minimise disruption. Where a paid service cannot be provided, we will offer an appropriate rearrangement, service credit or refund.

We want to resolve concerns fairly and promptly.

Please contact us as soon as possible with details of:

• The service concerned.
• The date the issue occurred.
• What you believe went wrong.
• How you would like the matter to be resolved.

We may ask for photographs, receipts or other relevant information so that we can investigate.

Making a complaint does not affect your legal rights.

We use personal information to manage enquiries, provide services, process payments, maintain records, protect safety and meet our legal obligations.

Further information about how we collect, use, store and protect personal information is available in our Privacy Policy .

We will treat information about you, your household and your circumstances discreetly. Information may be shared where:

• You have authorised the disclosure.
• It is reasonably necessary to provide the agreed service.
• We are legally required to disclose it.
• We reasonably believe disclosure is necessary to protect someone from serious harm.

Unless a different notice period is stated in your written agreement, either party may end an ongoing membership or regular service arrangement by giving 30 days’ written notice.

We may end or suspend an agreement immediately where reasonably necessary because:

• Continuing would be unlawful or unsafe.
• There has been threatening, abusive, discriminatory or seriously inappropriate behaviour.
• Important information has been deliberately withheld or misrepresented.
• A serious or repeated breach has not been corrected after reasonable notice.
• Payment remains overdue despite reasonable attempts to resolve the matter.

Where practicable, we will explain the reason and give you an opportunity to address the issue before ending the arrangement.

Ending an agreement does not remove either party’s rights or obligations relating to services already provided, payments already due, confidentiality or data protection.

We may update these terms to reflect changes to our services, business practices, technology or legal obligations.

The latest version will be published on this page with the date it was last updated.

Where a change materially affects an existing ongoing service, we will provide reasonable advance notice. You may end the affected ongoing agreement before the change takes effect if you do not wish to accept it.

Changes will not retrospectively remove rights that have already arisen.

Entire agreement

These terms and the documents referred to in them form the agreement between us regarding the relevant service. They do not exclude statements or rights that cannot lawfully be excluded.

Transfer of rights

You may not transfer your agreement to another person without our written consent. We will not unreasonably withhold consent where the proposed transfer does not affect our service, responsibilities or risk.

Third-party rights

Unless expressly stated otherwise, a person who is not a party to the agreement has no right to enforce it.

Severability

If a court or relevant authority decides that part of these terms is unlawful or unenforceable, the remaining terms will continue to apply.

Delay in enforcing rights

A delay in enforcing a right does not mean that the right has been waived.

These terms are governed by the law of England and Wales.

If you live in England or Wales, legal proceedings may be brought in the courts of England and Wales.

If you live elsewhere in the United Kingdom, you may also have the right to bring proceedings in the courts of the part of the United Kingdom where you live.

Questions about these terms, your booking or your ongoing service can be sent to us using the details below.