These terms apply to all services provided by Order From Chaos (Company Number: 14974139, registered address 71-75 Shelton Street, WC2H 9JQ)

Online Booking Policy

In line with UK legislation, all clients are entitled to a refund if, after booking online, they decide within 14 days not to proceed. If services have already commenced, then a refund will not usually be possible.

Deposits & Payment

Do I need to pay a deposit?

If you decide to proceed, a 50% deposit secures your session date and is deducted in full from your final invoice. Your booking will not be considered confirmed until the deposit has been received.

What about payment?

Where extra hours are needed, I will talk this through with you at the earliest possible opportunity during the session to agree on the next steps. Additionally, billable hours will not be completed without your approval.

You will receive an invoice after each session, and payment is due immediately upon receipt. If you ask for additional work to be undertaken during the decluttering and organising process, this will be agreed with you, and additional charges will apply. I will provide you with confirmation of payment within seven (7) working days of receiving the final payment. If there are additional costs arising from the services, such as parking fees or tolls, these are payable by the client.

Cancellations, Rescheduling, Running Late & No-Shows

Client Cancellation (single sessions)

48+ hours' notice: Deposit refunded in full, less 10% administration fee

If you need to cancel, please give me as much notice as you can. With 48 hours' notice, I'll refund your deposit in full, less a small admin fee. Life happens. If it's a genuine emergency, talk to me.

Rescheduling

One rescheduling permitted without penalty with at least 48 hours' notice

New appointment must be booked AND completed within 14 days of the original scheduled date

Running Late / No Shows

If I arrive at the agreed time and cannot gain access or make contact, I will wait for 15 minutes from the scheduled start time. If I have not been able to get in by then, this is treated as a late cancellation, and the full session fee becomes payable from the original start time. No deposit refund is given in this situation.

If you message to let me know you are on your way and I am able to wait, I will do so where I reasonably can, but the session fee is always calculated from the original scheduled start time. Time lost due to a late start cannot be added to the end of the session unless I am available to extend and we agree on the additional charge in advance.

In genuine emergencies, I will always use my discretion, but please give me as much notice as possible.

Our Cancellation

If I need to cancel, I will give the maximum notice possible and reschedule at the earliest opportunity. If we cannot agree on a new date, your deposit will be refunded in full. This policy may be waived or adjusted at my discretion in exceptional circumstances.

Decision-Making Authority

When multiple family members are involved, one adult must be designated as the primary decision-maker and contact person. This person has the authority to make final decisions about what to keep or discard.

Handling Goods

I will take care of all your possessions, but on rare occasions, accidents can happen, and your possessions may be damaged or broken. Unfortunately, I cannot be held liable for losses or damages, however caused, and you will need to claim on your personal home insurance, where appropriate.

Hazardous Materials

If hazardous materials are discovered (asbestos, chemicals, medical waste, etc.), work will be suspended until appropriate specialist services are arranged at your expense. I will provide guidance on locating certified disposal services.

Annual Decluttering & Organisation Plan — Cancellation Terms

What happens if I cancel my session with less than 48 hours' notice?

If you cancel with less than 48 hours' notice and cannot reschedule within the same billing month, the session is forfeited, and the monthly payment remains due. The rollover allowance only applies to planned skips given with at least 48 hours' notice. In genuine emergencies, I may use my discretion, but this is not a guaranteed entitlement.

How do I cancel the plan after the initial six months?

Written notice to hello@order-from-chaos.co.uk with 30 days' notice. Notice given part-way through a billing month takes effect at the end of the following billing period, so you'll always be billed in whole months only.

Last Updated: 29th April 2026

Terms and Conditions