1. Service scope

From London with Lux. provides private home organisation, including assessing, categorising, arranging, folding, hanging and repositioning belongings within the rooms authorised for the appointment.

The service does not include housekeeping, deep cleaning, laundry, ironing, stain treatment, garment repair, heavy lifting, moving furniture, electrical work or plumbing. Where necessary for organisation, a clean dry cloth may be used to remove light loose dust only.

2. Access and instructions

We will work only within the rooms authorised by you and will not knowingly access, open, move or reorganise anything identified as restricted.

Please tell us about any particularly valuable, fragile, sentimental or irreplaceable belongings, existing damage or special handling requirements before work begins.

If an item or area appears unsafe, unstable or unusually fragile, we may leave it in place and discuss an alternative with you.

3. Client presence and representatives

You do not need to remain present throughout the appointment unless otherwise agreed. A PA, housekeeper or other authorised representative may provide access or practical coordination on your behalf.

All decisions to retain, donate, sell, recycle, dispose of or otherwise relinquish belongings remain entirely with the Client.

4. Organisation decisions

We may make reasonable, reversible organisational decisions within the agreed scope, such as grouping, folding, hanging and repositioning belongings.

Any decision not to retain an item remains entirely with the Client. Where requested, items selected by the Client may be grouped in a designated area within the property for the Client or their authorised representative to deal with afterwards.

From London with Lux. does not remove, transport, sell, donate, recycle or dispose of clients’ belongings.

5. Care of property

We will provide the service with reasonable care and skill.

We are not responsible for pre-existing damage or deterioration, except to the extent that any additional damage is caused by a failure on our part to exercise reasonable care and skill.

If you believe an item has been damaged during the service, please notify us as soon as reasonably possible so the circumstances can be reviewed.

Nothing in these terms limits any rights or remedies that cannot lawfully be excluded.

6. Products and additional work

Organisation will normally use your existing storage unless otherwise agreed. Any additional products, materials or work outside the confirmed scope will only be supplied or charged with your approval.

7. Confidentiality and photography

Information about you, your household, property and belongings will be treated discreetly and confidentially and handled in accordance with applicable data-protection requirements.

Information may be disclosed where reasonably necessary to provide the service, comply with legal obligations, or deal with an insurance or legal matter.

Photographs or videos will not be used for our website, portfolio, marketing or social media without separate consent. Declining photography or marketing consent will not affect the service you receive.

8. Payment and changes to the appointment

The agreed fee and payment arrangements are those stated in your booking confirmation or invoice.

If you request work materially outside the agreed scope, any additional time or cost will be discussed with you before proceeding.

9. Cancellation and rescheduling

Your statutory cancellation rights are unaffected.

Where the law gives you a 14-day cancellation period for a distance or off-premises service contract, you may cancel during that period. If you ask us to begin providing the service before the end of that period, we will require your express request to do so.

If the service has already begun and you subsequently cancel, you may be required to pay a proportionate amount for the service supplied up to the point of cancellation. Where the agreed service has been fully completed following the required request and acknowledgement, the statutory cancellation right may end.

Outside any applicable statutory cancellation right, please give at least 48 hours’ notice if you need to cancel or reschedule.

If less notice is given, any amount retained or charged will be limited to reasonable losses actually incurred and which we could not reasonably avoid.

10. Concerns

If you have any concern about the service, please contact:

hello@fromlondonwithlux.com

We will review the matter promptly and fairly.