Last updated: 06/10/2026
These Terms & Conditions set out the basis on which Arch Assist provides its services.
By booking a service with Arch Assist, you agree to these Terms & Conditions.
1. Our Services
Arch Assist provides a range of business support, personal assistance and practical helping-hand services.
The services available may include administration, business support, personal assistance, household help, gardening, jet washing and other practical tasks. The specific service provided will be agreed with you at the time of booking.
Arch Assist reserves the right to decline a job where it is outside the services we provide, requires specialist skills or equipment, or is otherwise considered unsuitable or unsafe.
2. Bookings
Bookings may be made by email, telephone, message, in person or through any other method agreed with Arch Assist.
A booking is confirmed once Arch Assist has accepted the booking and, for in-person services, the required £10 deposit has been received.
For in-person services, a £10 deposit is required at the time of booking. The remaining balance is payable at the start of the job, unless an alternative arrangement has been agreed in advance.
For services where a deposit is not required, payment arrangements will be confirmed at the time of booking.
3. Statutory Cancellation Rights
Where applicable, consumers have statutory rights to cancel certain contracts under consumer protection law. These rights may depend on how and where the contract is made and the nature of the service.
Nothing in these Terms & Conditions is intended to limit or exclude any statutory rights you may have.
Starting a Service Within a Statutory Cancellation Period
Where you have a statutory right to cancel and you ask Arch Assist to begin providing the service before the end of the applicable cancellation period, you expressly request that the service begins during that period.
If you subsequently exercise your statutory cancellation right after the service has started, you may be required to pay for the proportion of the service that has been provided up to the time you cancel.
Where a service is fully completed during an applicable statutory cancellation period at your request, you may lose your statutory right to cancel once the service has been fully performed, where the applicable legal requirements have been met.
Where necessary, Arch Assist may ask you to confirm your request to begin the service before the end of the applicable cancellation period.
4. Deposits and Cancellations
For in-person services, the £10 deposit is deducted from the total cost of the service.
Subject to any statutory cancellation rights that apply, a booking may be cancelled with at least 24 hours’ notice for the deposit to be refunded.
Where a booking is cancelled with less than 24 hours’ notice, the £10 deposit will normally be retained.
This policy does not affect any statutory rights you may have as a consumer.
5. Rescheduling
If you need to change the date or time of an appointment, please provide at least 24 hours’ notice.
Where at least 24 hours’ notice is provided, the booking can normally be rescheduled without an additional charge, subject to availability.
Where less than 24 hours’ notice is provided, a £5 rescheduling surcharge will apply.
This policy does not affect any statutory rights you may have as a consumer.
Repeated changes to a booking may be subject to additional terms or may require a new booking.
6. Extenuating Circumstances
We understand that unexpected and serious circumstances can sometimes make it impossible to attend an appointment or provide the required notice.
Where a cancellation or request to reschedule is made with less than 24 hours’ notice due to an extenuating circumstance, Arch Assist will consider the circumstances on a case-by-case basis.
Examples may include:
- A sudden illness or medical emergency
- An unexpected hospital admission
- A bereavement or funeral
- An accident or serious emergency
- Significant and unexpected travel disruption
- An emergency affecting your home or immediate family
- Other circumstances that could not reasonably have been anticipated or avoided
Where appropriate, we may ask for reasonable supporting evidence before agreeing to waive a cancellation or rescheduling charge or refund a deposit.
Examples of supporting evidence may include a hospital or medical appointment confirmation, travel disruption notification, police, fire or emergency service reference, funeral or bereavement notice, or other reasonable documentation relevant to the circumstances.
You do not need to provide sensitive medical details where they are not necessary. Any evidence requested will be limited to what is reasonably required to establish the circumstances.
Arch Assist will consider each situation individually.
7. Cancellation by Arch Assist
Arch Assist may occasionally need to cancel or reschedule a booking due to circumstances such as illness, an emergency, severe weather, unsafe working conditions or circumstances beyond our reasonable control.
Where Arch Assist cancels a booking, any deposit paid will be refunded or, with your agreement, transferred to a rearranged appointment.
8. Pricing and Estimates
The price for each service will be discussed and agreed with you before the work begins.
By confirming a booking, you agree to pay the amount quoted or otherwise agreed for the service.
Where the final cost depends on the amount of time or work required, this will be discussed with you when the service is booked.
If the scope of the work changes or additional work is requested, any additional charges will be discussed and agreed before the additional work is carried out wherever reasonably possible.
Travel and Mileage
Where travel is required for an in-person service, a mileage charge of 45p per mile may apply.
Any applicable mileage or travel charges will be included in the price quoted before the booking is confirmed.
Where a booking involves multiple visits or significant travel, any applicable travel costs will be discussed and agreed in advance.
9. Payment
Payment is due at the time agreed for the service.
Payment may be made by bank transfer or by card where a card payment facility is available.
For in-person bookings, unless otherwise agreed, the outstanding balance is payable at the start of the job.
For ongoing or larger pieces of work, alternative payment arrangements may be agreed in advance.
Arch Assist reserves the right to suspend or decline further work where an outstanding balance remains unpaid.
10. Materials and Expenses
Where a job requires materials, equipment or other expenses that are not included in the agreed price, these will be discussed with you beforehand where reasonably possible.
Where Arch Assist purchases items on your behalf, you may be responsible for the cost of those items in addition to the service charge.
Receipts may be provided where appropriate.
11. Access to Your Property
For services carried out at your home or premises, you are responsible for providing safe and reasonable access at the agreed time.
If Arch Assist is unable to access the property when the appointment begins, this may be treated as a cancellation or late rescheduling request and the relevant cancellation or rescheduling terms may apply.
Where keys or access codes are provided, these will be handled with reasonable care and used only for the agreed purpose.
12. Your Responsibilities
You are responsible for providing accurate information about the service you require and making us aware of anything that may affect the work.
You must ensure that the property and working environment are reasonably safe.
You should inform Arch Assist in advance of any known hazards, restrictions, fragile items, access difficulties or other circumstances that may affect the service.
We reserve the right to stop or decline work where we reasonably believe the environment is unsafe or the work presents a risk that we are not equipped or insured to undertake.
13. Practical and Household Services
Arch Assist provides general practical assistance and is not intended to replace qualified tradespeople or specialist contractors.
We will not undertake work that requires specialist qualifications, certification, licences or specialist equipment unless we have expressly agreed to do so and are appropriately qualified and insured.
This may include, for example, electrical work, gas work, major plumbing, structural work, roofing or other specialist building work.
If we believe a job requires a specialist professional, we may recommend that you contact an appropriately qualified contractor.
14. Gardening and Jet Washing
Gardening and outdoor services are limited to the types of light maintenance and cleaning services that Arch Assist has agreed to provide.
We do not undertake specialist tree surgery, dangerous tree work, major landscaping or other specialist horticultural work.
Jet washing is limited to suitable surfaces and circumstances. We may decline to clean surfaces where we believe there is a significant risk of damage.
15. Personal Belongings and Valuables
You are responsible for identifying any fragile, valuable or particularly delicate items before work begins.
Where reasonably possible, valuable or fragile items should be removed or secured before work takes place.
Arch Assist will take reasonable care when handling your belongings but cannot accept responsibility for damage arising from pre-existing defects, normal wear and tear, inherent weaknesses or conditions that were not reasonably apparent before the work began.
Nothing in this section limits any liability that cannot legally be excluded or limited.
16. Third-Party Services
Where you ask Arch Assist to arrange or coordinate a service provided by another business or individual, that third party will remain responsible for the service they provide.
Unless expressly agreed otherwise, Arch Assist does not act as the contractor or service provider for work carried out by third parties.
17. Confidentiality
Where we are provided with personal, household or business information in connection with a service, we will treat that information appropriately and will not disclose it unnecessarily, except where required to do so by law or where disclosure is necessary to provide the service.
18. Photography and Images
Arch Assist will not photograph or use images of your home, belongings or property for promotional purposes without your permission.
19. Complaints
We aim to provide a reliable and professional service.
If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible so that we have an opportunity to understand the issue and resolve it.
We will consider complaints fairly and aim to respond within a reasonable period.
Nothing in this section affects any statutory rights you may have.
20. Liability
Arch Assist will provide services with reasonable care and skill.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
Arch Assist will not be responsible for loss or damage arising from circumstances outside our reasonable control, pre-existing defects, inaccurate information provided by the customer, or conditions that could not reasonably have been identified before the work began.
Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded or limited.
21. Changes to These Terms
Arch Assist may update these Terms & Conditions from time to time to reflect changes to our services or applicable law.
The Terms & Conditions applicable to a booking will normally be those in place at the time the booking is made, unless a change is required by law.
22. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.
23. Contact
If you have any questions about these Terms & Conditions, please contact:
Arch Assist
Email: hello@archassist.co.uk