SERVICE AGREEMENT

Last updated Jan 2026 V2.1

Between Just Ask Joe Ltd (“the Provider”) and the Client**

This Service Agreement sets out the terms under which Just Ask Joe Ltd supplies services to an individual or business (“the Client”).

This is a master agreement. Job-specific details will be updated for each booking via formal communication

These terms apply to all services provided by Just Ask Joe Ltd, whether to individuals or businesses.

1. Services Provided

The Provider will carry out the services agreed with the Client. These may include housekeeping, cleaning, laundry, ironing, meal preparation, organisation, errands, pet care, administrative support, or any related assistance.

For each booking, the scope of work will be confirmed in writing. This may be based on:

• an hourly rate, or

• a bespoke quoted job, where the total cost is agreed before work begins.
  

Any additional tasks requested after the booking is confirmed may be charged separately or added to the final invoice.

2. Fees and Payment

• 2.1 Pricing Structure

  • The Client will be charged either the agreed hourly rate or the agreed bespoke quote. Rates may differ depending on labour time, travel time, materials, complexity or urgency.

  • Where the Provider pays for materials, supplies or third-party services on the Client’s behalf, these costs will be added to the invoice at cost along with any agreed service charge.

• 2.2 Payment Terms

  Invoices are issued after the service is completed.
  Payment is due within 7 days of the invoice date, unless alternative payment terms have been agreed in writing.

  Late payment may incur charges as follows:

  • For business clients, interest and any applicable compensation may be applied in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, unless alternative payment terms have been agreed in writing.

  • For domestic clients, a one-off 5% interest charge may be applied to overdue amounts, applied once only, unless alternative payment terms have been agreed in writing.

  No interest will be applied where payment is delayed due to a genuine billing dispute raised in line with this agreement.

• 2.3 Deposits

  • Where the total value of a quoted project exceeds £1,000, the Provider may require a non-refundable deposit of 50% of the agreed total fee before work begins.

  • Work will not be scheduled or commenced until the deposit has been received.

  • The deposit will be deducted from the final invoice total.

  • The remaining balance will be invoiced upon completion of the service and is payable in line with the payment terms set out in this agreement.

• 2.4 Card Payments

  • The Provider accepts card payments via contactless or card terminal for convenience.

  • Card payments are subject to a service charge of 1.75% per transaction, which reflects third-party payment processing fees.

  • Card payments are accepted for invoice amounts between £25 and £250, inclusive, plus the applicable service charge.

  • Invoices below £25 or above £250 must be paid via bank transfer, unless otherwise agreed in writing in advance.

3. Cancellations and Rescheduling

• Cancellation within 72 hours of the booking start time will incur 50% of the agreed fee.

• Cancellation within 24 hours of the booking start time will incur the full fee.

• If the Provider arrives and cannot gain access, the full fee is chargeable.

• Cancellation charges apply to the agreed service fee only and do not include materials, mileage or third-party costs unless already incurred.
  

Rescheduling at short notice is treated as a cancellation unless agreed otherwise by the Provider.

4. Client Responsibilities

To allow the Provider to deliver services safely and effectively, the Client agrees to:

• Provide safe and unobstructed access to the property or workplace.

• Secure pets where necessary and provide accurate care instructions.

• Disclose hazards, damaged items, sensitive areas or known property issues.

• Provide necessary equipment unless otherwise agreed.

• Ensure alarms, access codes or keys function correctly.

• Raise any concerns about the service within 24 hours of completion.
  
  

5. Liability and Limitations

The Provider will take reasonable care when delivering services. However:

• 5.1 Direct vs Indirect Losses

  • The Provider accepts responsibility only for direct damage caused by the service.

  • The Provider is not liable for any indirect, consequential or financial losses, including but not limited to:

    • loss of income

    • lost bookings or missed appointments

    • business interruption

    • reputational impact

    • inconvenience or distress

    • delays outside the Provider’s control

    • issues arising from faulty equipment, structural problems or items damaged due to age or wear
      

• 5.2 Intermediary Services

  • Where the Provider sources tradespeople, suppliers or third-party services on the Client’s behalf:

    • the Provider acts only as an intermediary all liability for workmanship, delays, guarantees, insurance and service quality rests with the third party

    • the Client is responsible for payment of the third party unless otherwise agreed

    • where the Provider arranges, books or manages the third-party service as a broker, a service charge of up to 10% may be applied to cover administration, time and coordination

    • any such service charge will be confirmed to the Client in advance
      

• 5.3 Key Holding and Access

  • When holding keys or access codes on behalf of the Client, the Provider will take reasonable steps to secure them.

  • The Provider is not responsible for security incidents or losses unrelated to the service itself.

• 5.4 Insurance

  • The Provider holds appropriate public liability insurance and professional indemnity insurance relevant to the services provided.

  • Any claims must meet the terms and conditions of the relevant insurance policies.

  • The Provider does not guarantee that all losses claimed by the Client will be recoverable under insurance.

  • Any policy excess applicable to a claim may be payable by the Client where the Provider is not at fault.

6. Confidentiality

All personal information, property details and business information will be handled confidentially.

This does not apply to information already in the public domain or where disclosure is required by law.

7. Photography, Filming and Marketing Use

The Provider may capture before/after images, videos or general footage during the service for training, quality monitoring or marketing purposes.

This may include use on the Provider’s website, social media platforms and promotional materials.

The Client may opt out of all photography or filming by notifying the Provider in writing before the service begins.

• 7.1 Domestic Clients

  • No identifiable images of people, children or sensitive information will be used without explicit permission.

• 7.2 Business Clients

  • Unless the Client opts out in writing: the Provider may mention, tag or reference the business in marketing or social media content

  • the Provider may show non-confidential images or examples of the work completed

  • the business name may be used in a portfolio or case study
    

8. Complaints and Service Issues

Any issues must be raised within 24 hours of service completion.

The Provider will make reasonable efforts to resolve concerns, including returning to address issues where appropriate.

• 8A. Dispute Resolution

• If a dispute arises in relation to the service, both parties agree to follow the process below:

  • Initial Notice: The Client must raise the issue in writing within 7 days of becoming aware of the problem.

  • Good Faith Resolution: The Provider will review the issue and both parties will make reasonable efforts to resolve the matter informally within 14 days.

  • Escalation: If the matter cannot be resolved informally, either party may refer the issue to an independent mediation service.

  • The cost of mediation: will be shared equally unless otherwise agreed.
    

• Legal Action: Legal proceedings may only be started once the steps above have been followed, except where urgent action is required.
  

9. Termination of Agreement

Either party may terminate this agreement with written notice.

All outstanding fees for completed or in-progress work remain payable.

10. Governing Law

This agreement is governed by the laws of England and Wales.

Any disputes arising from this agreement will fall under the exclusive jurisdiction of the courts of England and Wales.

11. Acceptance of Terms

By booking a service with Just Ask Joe Ltd, the Client confirms they have read, understood and agreed to this Service Agreement.

Certain services, including pet care, may be subject to additional service-specific terms which will be provided where applicable.