Home Organisation & Decluttering
Booking information.
Clear arrangements for your organising visit, from the first conversation to the final check-in.
Booking guide · 19 October 2026
This guide summarises the organising arrangements in our Terms & Conditions, clause 21, which cover Home Organisation, Decluttering, Nursery Organisation, New Home Set-Up and homecoming packages. Please read the full Terms before booking; this guide does not replace them. Your written quote and Booking Confirmation set out the property, team, tasks, timing and agreed price for your visit.
1. Who provides the service
Homeward London is a trading name of Matchday Experience Limited, registered in England and Wales, company number 16710594, with registered office at 19 Oxford Avenue, London, SW20 8LS. Contact us at hello@homewardlondon.co.uk or +44 7501 664430.
2. Prices and service area
One organiser costs £50 per hour. Two organisers cost £90 per hour for the team. A three-hour minimum applies: £150 for one organiser or £270 for two. Rates are the same on weekdays and weekends and apply to the organising services listed above. We are not VAT registered and do not add VAT to these prices.
We operate across South West London and include local travel. Work outside South West London must be agreed before booking. Parking, congestion charges and additional travel costs are agreed upfront, not added without your agreement.
3. Your plan and what is included
We offer a free initial phone or video consultation of up to 20 minutes, with photos shared beforehand if helpful. Routine planning, measuring during the visit and basic storage recommendations are included in the service fee. We provide one courtesy check-in within seven days; further visits or substantial additional advice are quoted separately.
We agree the areas and tasks with you and give a realistic time estimate. The amount achieved depends on the space, volume of belongings and decisions involved; an estimate is not a guarantee that a whole room or home will be completed. Additional time requires your approval and our availability. Extensions are charged in 30-minute increments: £25 for one organiser or £45 for two.
4. Storage and additional work
Storage products are charged separately unless a bespoke written quote includes a clearly stated allowance. We seek your approval of the items and price before purchase. Extensive product research or shopping is quoted separately and agreed before the work. We make use of suitable existing storage where possible.
5. Booking and payment
A website enquiry is not a booking and no payment is taken at enquiry stage. We confirm availability and send the scope, estimated time, total price, any agreed extras and these booking arrangements for you to review. A 25% booking payment is then required. Your appointment is secured when we receive that payment and send written Booking Confirmation. The remaining balance, including any approved adjustments, is due on completion.
We confirm how to pay in your written booking correspondence. A booking payment is not automatically non-refundable; the cancellation arrangements below and your statutory rights apply.
6. Your belongings, access and photographs
You decide what to keep, donate or discard. Nothing is taken away without your approval. Please tell us about restricted areas, fragile items, access arrangements or other information material to the agreed work. We discuss how much of the session you need to attend so decisions about belongings can be made.
Photographs or videos for marketing require separate, optional permission. Agreeing to the service does not itself give permission to publish images of your home. See our Privacy Notice for how we handle enquiry and client information.
7. Small items, donations and rubbish
With your approval, we can sort and bag up to two standard bags in total of household rubbish or usable clothing for donation as part of the agreed visit. Usable clothing can be taken to an agreed charity, subject to the charity accepting it.
Waste removal is subject to prior approval and suitable disposal arrangements. We can prepare bagged rubbish for collection; collection is arranged separately. Where a waste carrier is needed, the client must arrange an appropriately registered provider.
Large furniture, including chests of drawers and cupboards, is excluded. Larger quantities must be agreed separately beforehand. Hazardous or specialist waste is outside the ordinary organising scope.
8. Cancelling or changing a date
You can contact us by email or telephone to cancel or request a date change. With at least 48 hours’ notice before the scheduled start, a cancellation receives a full refund of the booking payment. Alternatively, we transfer it to a new agreed date, subject to availability.
With less than 48 hours’ notice, we allow one courtesy reschedule, subject to availability, transferring the booking payment. Please contact us promptly so we can agree the new date. This does not remove any statutory cancellation right.
For a late cancellation before the appointment, outside any applicable statutory cancellation right, any cancellation charge is limited to actual, reasonable loss directly caused by the cancellation and capped at the 25% booking payment. We take account of costs saved and replacement bookings, explain any amount retained and refund the remainder. There is no automatic forfeiture of the payment and no additional late-cancellation fee above this cap.
9. Statutory cancellation rights
Where the Consumer Contracts Regulations apply to a booking made online, by telephone or away from our business premises, you normally have 14 days after the contract is made to cancel without giving a reason. This right takes priority over the 48-hour arrangements above. You can cancel by any clear statement using the contact details above; the optional form below is available for convenience.
If you want paid services, including any paid preparation, to start within that period, we will obtain your express request in a form you can keep before starting. If you then cancel before completion, any lawful charge for work already supplied is proportionate to the agreed service price and subject to the statutory requirements. If you have not requested an early start, we will not start the paid service during the cancellation period.
Your statutory right to cancel is lost on full performance during the cancellation period only when you have expressly requested the early start and acknowledged that the right is lost once the service is fully performed. We do not treat an enquiry, payment or a pre-ticked box as that request or acknowledgement.
Refunds due under a statutory cancellation are made within 14 days of your cancellation notice, using the original payment method unless you expressly agree otherwise, without a refund fee. Nothing here limits your rights where a service is not provided with reasonable care and skill.
10. If Homeward London needs to cancel
If we cannot provide the booked service, we contact you promptly to offer an alternative date or a refund of payments for work not supplied. Your statutory rights remain unaffected.
11. Questions or concerns
Please contact Mike and Jami through hello@homewardlondon.co.uk if something needs attention. We will discuss the concern with you and seek an appropriate resolution. Your statutory consumer rights are unaffected.
Optional cancellation notice
You can copy the following into an email; using this form is not compulsory.
To: Matchday Experience Limited trading as Homeward London, 19 Oxford Avenue, London, SW20 8LS; hello@homewardlondon.co.uk.
I give notice that I cancel my home organising service booking.
Booking reference and contract date:
Scheduled service date:
Customer name and address:
Date of notice:
Signature (only if sent on paper):