terms & conditions
Please read the below carefully because by booking your session, you agree to these terms and conditions.
Payment policy
Payment is required upon request, and your booking will only be confirmed once payment has been received. For packages, full payment is required upfront. If you're unsure which package is right for you, we can discuss your options—taking this payment policy into account—during your free consultation with Tanya.
Cancellation policy
At Organised Joy, booking a session is a commitment—to yourself and to Tanya. While we understand that circumstances may change, we have a strict and transparent cancellation policy to ensure fairness and efficiency. No charge is incurred if you reschedule sessions 36 hours in advance.
Rescheduling
More than 36 hours before the session → No rescheduling fee.
Less than 36 hours before the session → 50% of the session fee will be charged.
Less than 24 hours before the session → 100% of the session fee will be charged.
Package Sessions: The cost of a rescheduled session is calculated based on the pro-rata hourly rate of your package.
COVID-Related Rescheduling: Please refer to the COVID section below.
Cancellations & Refunds without rescheduling
Individual Sessions:
More than 36 hours before the session → 50% refund.
Less than 36 hours before the session → No refund.
Package Cancellations:
Before the first session: Treated as if you booked a full-price individual session. You will be billed 50% of the full price of an individual session (if more than 36 hours' notice) or 100% (if less than 36 hours' notice). The remaining balance of your package will be refunded.
After the first session: If you decide not to continue with the remaining sessions in your package after completing the first session, you will be billed for 100% of the full price of an individual session, plus up to 50% of another full-price individual session at Organised Joy’s discretion. Any remaining balance will be refunded. This policy ensures flexibility, giving you peace of mind that if the service isn’t the right fit for you, there is no obligation to complete the entire package.
Rescheduled Sessions: If you cancel a previously rescheduled session, you are not eligible for a refund.
Session timing and breaks
The timing and length of each session—typically 5 hours—is agreed upon between you and Tanya in advance. As the session nears its end, Tanya will provide a reminder and wrap up. If both parties wish to extend and are available, extra time will be charged at the hourly rate.
A 30-minute break is not counted within the session duration. For example, a 5-hour session from 09:30 to 15:00 may include a lunch break as agreed by both parties from 12:30 to 13:00. Additional breaks, taken as needed to maintain energy levels, are included within the session time.
Insurance
Organised Joy will treat your home and your possessions with care and respect. In the case of any direct or consequential loss or damage of your possessions, Organised Joy cannot be held liable. Organised Joy holds Public Liability and Professional Indemnity Insurance for professional organising and coaching services. It is your responsibility to ensure you have appropriate insurance for your possessions.
Third party products and services
Organised Joy may provide you with recommendations and/or website links to additional products and services from third parties. Examples include storage products and recycling services. Organised Joy cannot be held liable or responsible for any direct or consequential loss or damage resulting from the products and services it recommends.
Removal of discarded items
Organised Joy cannot be held liable or responsible for any items that are discarded. Whilst Organised Joy can provide recommendations on where to sell, recycle, donate and dispose your items, Organised Joy is unable to provide valuations or remove discarded items from your home.
Childcare & minimising distractions
One-to-one tidying sessions require your full attention, so it's recommended that potential distractions—such as young children—are not present during sessions. If this may be a concern, please discuss it with Tanya in advance.
Safety & accessibility
If the working area is deemed inaccessible or unsafe, Organised Joy reserves the right to cancel the session without a refund.
Travel charges
Locations outside London zones 1 - 3 may incur additional travel charges. Any additional travel fees will be agreed upon in advance of the session.
Photography, testimonials & client privacy
Organised Joy may take before-and-after photographs to document and celebrate your progress. However, no photos or videos from client sessions will be shared on the website or social media without your prior and explicit consent. Tanya may invite you to provide testimonials or feedback, but participation is entirely optional.
Confidentiality
Organised Joy is committed to maintaining the strict confidentiality of all client information, whether personal or business-related. Information will only be disclosed in exceptional circumstances where we are legally required to do so. Regardless of who instructs or pays for our services, confidentiality is always upheld for the client receiving our support. All client information is securely stored and used only in connection with the services provided. Organised Joy will never share your personal details with third parties without your consent.
For more details on how we handle your personal information, please refer to our Privacy Policy.
COVID-19 policy
We prioritise the health and well-being of our clients. While COVID-19 is no longer at its peak, we continue to follow best practices in hygiene and safety. Tanya is fully vaccinated and remains mindful of government guidelines.
If requested, Tanya is happy to take additional precautions, such as wearing a mask during sessions.
Handwashing and sanitisation will be practiced upon arrival.
If you or anyone in your household experiences COVID symptoms or tests positive, please inform us as soon as possible so we can manage the schedule accordingly. Tanya pledges to do the same and will always err on the side of caution.
In the case of a positive COVID test for either party, rescheduling a session will not incur any charge.