Terms and Conditions
Summary of our draft Consumer Terms and Business Terms, waiting for a solicitor’s check. The full terms will be linked here once they are approved. Nothing here affects your statutory rights.
These terms are between you and Hand’s On Maintenance Group Ltd, which trades as Hand’s On Maintenance, registered in England and Wales.
Quotes and fixed prices
Quotes are free and no-obligation. Written quotes are valid for 30 days from the date on them. Fixed prices for small jobs include the call-out. A job is booked once you accept the quote or book a fixed-price job and we confirm it in writing.
Prices
Prices on this website are draft. No VAT to add – we’re not VAT-registered. If that changes, we will tell you before we quote. Our prices only go up to cover genuine cost increases, reviewed once a year in April. Prices are labour only unless stated; materials we supply are charged at cost plus 12%. Hourly work is for small jobs up to half a day: the £45 minimum call-out covers up to the first hour, then £32 an hour in 30-minute blocks. If we know a job will take more than half a day, we’ll give you a written fixed price before we start. If a small job or call-out runs over, we’ll stop and check with you first, so you can choose whether we carry on at the hourly rate or give you a fixed price for the rest. A fixed price covers the quoted scope only; extra work or hidden problems are photographed, priced in writing and agreed with you before we go ahead. Travel is free within 15 miles of Newcastle upon Tyne; beyond that it is 55p a mile for the extra distance, confirmed before we come.
Out-of-hours work
Evenings, weekends and bank holidays are +50% on all labour, with a minimum of £70 for hourly work. An out-of-hours fixed-price job is the fixed price plus 50% (draft).
Paying us
Small jobs, including fixed-price jobs, are paid on completion. Quoted jobs up to £500 are paid in full on completion. Over £500: a 25% deposit, then the balance on completion. Over £2,000: a 30% deposit, a stage payment and the balance on completion. Special-order materials are paid upfront. Regular cleans are paid by Direct Debit and end-of-tenancy cleans when booked. We take card (SumUp) or bank transfer, and we will never change our bank details by text or email.
Your right to cancel
If you agree a contract with us at your home, by phone, online, by email or by message, you can cancel within 14 days without giving a reason and get back everything you paid, including any deposit (Consumer Terms, clause 6). We will not start within those 14 days unless you ask us to; if you do and then cancel, you pay for the work done up to then, in proportion to the whole job (clauses 6.1 to 6.3). If you ask us to carry out urgent repairs, you lose the right to cancel for that work, but not for any extra work beyond what’s needed for the emergency (clause 6.4). Regular-clean plans have the same 14-day cooling-off period, and after that you can cancel at any time online in your account. To cancel, tell us clearly; you can use the model cancellation form, but you do not have to.
Rearranging and access
Rearranging is free with 48 hours’ notice. If we arrive at the agreed time and cannot get in, we may charge £45 for the wasted visit.
Our guarantee
A 12-month workmanship guarantee on our own work: if our workmanship isn’t right, tell us and we will come back and put it right. End-of-tenancy cleans also carry our 72-hour re-clean promise. This is in addition to your legal rights.
Gas and electrical work
Gas work, mains-wired alarms and notifiable electrical work are by enquiry or quote only. Gas and electrical work by Gas Safe registered engineers and electricians registered with a competent person scheme, working for us. Full roofing, scaffolding and skip hire are quoted separately.
Business customers
Landlords, letting agents and businesses are covered by our Business Terms: invoices due within 7 days (14 days for trusted letting agents after 3 invoices paid on time, agreed in writing), statutory interest on late payment, and our liability is limited to the greater of the job price or £5,000 (draft).
Complaints and disputes
Please tell us first and we will try to put things right. Use our complaints form or email hello@handsonmaintenance.com; you’ll get a reference number and one of the owners will look into it personally.