Homeward customer agreement

Terms & Conditions.

These Terms apply to consumer bookings for Homeward homecoming concierge services. Homeward is a trading name of Matchday Experience Limited.

Version 1.6
Last revised: 15 September 2026
Effective from: 15 September 2026

These Terms & Conditions apply to consumer bookings for Homeward homecoming concierge services supplied to residential properties in the service area stated on our website or in your Booking Confirmation.

1. About these Terms

1.1 Homeward is a trading name of Matchday Experience Limited, a company registered in England and Wales under company number 16710594 with registered office at 19 Oxford Avenue, London, SW20 8LS. “Homeward”, “we”, “us” and “our” mean Matchday Experience Limited trading as Homeward. “You” and “your” mean the consumer named in the Booking Confirmation.

1.2 Your contract with us consists of these Terms, your Booking Confirmation, the package description applicable to your booking, and any service choices or limits expressly agreed with you in writing. Your Homeward Profile records your preferences and authorisations for carrying out the agreed service.

1.3 If there is a conflict, the Booking Confirmation takes priority for the agreed property, package, service dates and price; these Terms take priority for the general legal and operational conditions of the booking.

1.4 Nothing in these Terms affects your statutory consumer rights.

2. How a booking is made

2.1 An enquiry through our website does not itself create a booking or guarantee availability.

2.2 We will review your requested property, dates and package. If we can accept the request, we will confirm availability and provide the package, total price, first Homeward service date and the booking payment required.

2.3 You must review these Terms and actively accept them before making the required bank transfer. Once you accept, the bank-transfer details and your unique booking reference are shown to you.

2.4 A binding contract is formed when, after receiving the booking payment, we send you a Booking Confirmation accepting your booking. If we cannot accept the booking, we will return any payment taken.

2.5 The booking acceptance step will make clear that accepting the Terms and proceeding creates an obligation to pay the amount shown. No card payment is taken through the website during the founding service.

3. Prices, package allowances and payment

3.1 The total Homeward service price is the amount shown in your Booking Confirmation. Prices shown to consumers include any taxes that we are required to include at the time of booking.

3.2 Unless your Booking Confirmation says otherwise, 25% of the total Homeward service price is payable as the booking payment. The remaining 75% is due no later than 7 days before the first scheduled Homeward visit.

3.3 If the first scheduled Homeward visit is within 7 days of booking, the full price is payable when the booking is confirmed.

3.4 The booking payment is not automatically non-refundable. If you cancel, any amount we retain will be dealt with under clauses 4 and 5 and will reflect applicable cancellation rights and any genuine unrecoverable loss.

3.5 Where a package includes a stated monetary allowance for Welcome Essentials, meals, flowers or another item, the allowance is a maximum amount included within the package price. It is not cash, credit or a voucher and any unused amount is not refundable or transferable.

3.6 We will not incur optional customer expenditure above an included package allowance or separately agreed spending authority without your approval, except for reasonable emergency action permitted by clause 12.7.

3.7 If payment of the balance is overdue, we will contact you and give a reasonable opportunity to pay. We may suspend or cancel the affected service if payment remains outstanding and it is no longer reasonably possible to perform the booking as agreed.

4. Your 14-day cancellation right

4.1 Where your booking is a distance contract to which the statutory cancellation right applies, you may cancel within the 14-day cancellation period without giving a reason.

4.2 The cancellation period begins when the contract is formed under clause 2.4 and ends 14 days later.

4.3 To cancel, tell us clearly by email or another method stated in clause 20. You may use the cancellation form at the end of these Terms, but you do not have to use that form.

4.4 If your first Homeward service is due to begin before the 14-day cancellation period has ended, we will ask you to actively confirm that you want us to begin during that period. This request will not be pre-ticked for you.

4.5 If you expressly ask us to begin during the cancellation period and then cancel after work has started, you may be required to pay a reasonable proportion of the agreed price for services supplied up to cancellation and, where legally permitted, reasonable unrecoverable customer-specific costs already incurred at your request.

4.6 If the service is fully performed during the cancellation period, your statutory right to cancel may end once the service has been fully performed, but only where the legal requirements for your express request and acknowledgement have been satisfied.

4.7 We will refund sums due following a valid statutory cancellation within the period required by law, using the same payment method unless otherwise agreed.

5. Cancellation after the statutory cancellation period

5.1 You may ask to cancel a booking at any time by contacting us.

5.2 After the statutory cancellation period has ended, we will refund amounts paid less only reasonable loss directly caused by the cancellation that we have actually incurred or cannot reasonably avoid. This may include work already carried out and non-refundable customer-specific supplier costs that were properly authorised.

5.3 We will take reasonable steps to reduce our loss, including cancelling or reallocating suppliers where reasonably possible. We will not charge twice for the same loss.

5.4 We may cancel for serious reasons including unsafe or unlawful conditions, inability to obtain agreed lawful access, material non-payment after reasonable notice, or circumstances that make performance impossible. If you are not responsible for the cancellation, we will refund the affected part of the service that has not been supplied.

6. Changes to travel dates and delays

6.1 Tell us as soon as reasonably possible if your departure date, return date or expected arrival time changes.

6.2 We allow one requested date change without a Homeward administration charge, subject to availability. You remain responsible for any reasonable, unavoidable third-party cost caused by the change where that cost was already authorised and cannot reasonably be recovered.

6.3 If your return is delayed, we will use reasonable efforts to adjust the timing of the remaining service so your home is ready as close as reasonably possible to the revised arrival time. Work already properly completed remains chargeable.

6.4 If you return earlier than planned, we will use reasonable efforts to bring work forward but cannot guarantee that every service can be completed earlier than the agreed schedule. We will tell you promptly what can and cannot reasonably be completed.

6.5 Any materially different or additional work caused by a change will be agreed with you before we charge for it, unless clause 12.7 applies.

7. The Homeward Profile and your instructions

7.1 After your booking is confirmed, we will invite you to complete a Homeward Profile. It records practical preferences and authorisations such as beds, fridge and bin instructions, grocery preferences, laundry instructions, restricted rooms, pets, cleaning sensitivities and arrival settings.

7.2 Please complete the Profile accurately and by any deadline we give you, normally no later than 72 hours before departure unless we agree otherwise.

7.3 Do not enter permanent alarm codes, key-safe numbers or other highly sensitive access credentials into the ordinary Homeward Profile unless we specifically provide a secure method designed for that purpose. We will tell you separately how to exchange sensitive credentials.

7.4 You are responsible for telling us about information that may materially affect safe performance, including known hazards, fragile/specialist surfaces, pets, serious allergies relevant to food or products, restricted areas and special laundry care requirements.

7.5 We may contact you to clarify instructions. If we cannot safely or reasonably act because instructions are missing or unclear, we may leave the affected task incomplete rather than guess.

8. Property access, keys and security

8.1 By confirming the booking, you authorise Homeward and personnel or approved service providers used by Homeward to enter the property only as reasonably necessary to perform the agreed services during the agreed service period.

8.2 You confirm that you have authority to give us access to the property and, where relevant, have obtained any permission required from an owner, landlord, building management or concierge.

8.3 Access may be arranged by temporary key handover, an existing key safe, building concierge/reception, temporary smart-lock credentials, an authorised person, or another agreed method.

8.4 Unless separately agreed after appropriate legal and insurance review, Homeward does not provide an ongoing security keyholding or alarm-response service. Access is held or controlled only as necessary for the booked Homeward service.

8.5 Physical keys held by Homeward should be identified by an internal reference rather than a name and full property address. We will take reasonable steps to restrict access information to authorised people who need it.

8.6 If we cannot gain access using the agreed method, we will make reasonable efforts to contact you or your authorised contact. You may be responsible for reasonable wasted or additional costs actually incurred where the access failure results from incorrect or unavailable customer-provided access arrangements.

8.7 If Homeward loses or mishandles a key or access credential through our fault, we will notify you promptly and take reasonable steps to protect the property. Responsibility for resulting loss is dealt with under clause 14.

9. What Homeward will and will not do

9.1 Homeward provides ordinary domestic home-preparation and concierge tasks within the package and property limits shown in your Booking Confirmation and Profile.

9.2 Depending on your package, this may include a general clean and tidy of the agreed living areas, kitchen and bathroom(s), making agreed beds, fresh towels, clearing authorised perishables, dealing with bins and recycling, fridge reset, dishwasher tasks, stocking included Welcome Essentials, ordinary laundry, unpacking agreed suitcases into agreed storage areas, setting normal lighting and temperature controls, and coordinating agreed suppliers.

9.3 A Homeward clean & reset is intended to leave the agreed living areas, kitchen and bathroom(s) generally clean and tidy for your return. It is not a specialist, deep, end-of-tenancy, building, restoration or hazardous clean unless we expressly agree and quote for additional work separately.

9.4 Homeward does not carry out regulated or specialist repair work such as gas work, electrical repairs, significant plumbing, structural work, pest treatment, mould remediation or hazardous-waste removal. If we identify such an issue, we may help coordinate an appropriate specialist.

9.5 We may decline lifting, working-at-height or other tasks we reasonably consider unsafe or outside ordinary household preparation.

9.6 Homeward does not administer medication, determine dosages or provide healthcare services.

9.7 We will not intentionally open safes, locked private storage, cash/jewellery storage or similarly private areas unless this is genuinely necessary for an expressly agreed task and you have specifically authorised it.

9.8 Where suitcase unpacking is included, Homeward will place ordinary clean clothing and agreed items into storage areas you identify in advance. Standard unpacking does not include wardrobe reorganisation, decluttering, disposal decisions or reorganising personal possessions unless separately agreed.

9.9 For Complete Homecoming, the Departure Reset is a limited first visit covering the agreed departure tasks such as authorised perishables, bins/recycling, dishwasher and a basic household reset. It is not a second full Homeward clean & reset.

10. Groceries, meals, laundry, flowers and other included items

10.1 Where your package includes Welcome Essentials or another goods/service allowance, Homeward will use your Profile to purchase or arrange reasonable items up to that included limit so that you do not need to organise them while you are away.

10.2 Welcome Essentials are intended to cover everyday homecoming basics such as selected milk, bread, water, breakfast items and similar essentials, subject to availability and your preferences.

10.3 Where a meal is included, Homeward will normally arrange an appropriate prepared meal from a retailer, restaurant or food provider and store it according to the supplier’s instructions. Homeward does not itself cook meals in your home unless we expressly agree otherwise in writing.

10.4 Tell us about relevant allergies, intolerances and dietary requirements. We will use reasonable care to follow the Profile and pass relevant information to third-party food providers, but food is supplied by the relevant retailer/provider and customers with serious allergies should check supplier allergen information where appropriate.

10.5 Homeward does not sell alcohol as part of its standard service. If alcohol is requested, it must be purchased through an appropriate licensed retailer or other lawful arrangement agreed with you.

10.6 Ordinary holiday laundry may include sorting, washing, drying and folding standard machine-washable household items as stated in the package and will normally use suitable washing and drying facilities in your home. A standard laundry load does not include ironing, handwashing, stain treatment, specialist garment care or dry cleaning. We may decline to wash delicate, high-value, specialist-care or unlabelled items where there is a reasonable risk of damage. Specialist dry cleaning can be arranged on request and is an additional service unless expressly stated otherwise in your Booking Confirmation.

10.7 Homeward generally supplies its own carefully selected household consumables and cleaning products, including dishwasher tablets, cleaning products and laundry detergent, prioritising environmentally considered or lower-impact options where practical. You must tell us about known sensitivities, specialist finishes or products or surfaces that should not be treated in the ordinary way.

10.8 If a requested item is unavailable, we may make a sensible minor substitution where you have authorised substitutions. Material substitutions or costs beyond the package allowance require your approval unless otherwise agreed.

11. Third-party suppliers and preferred partners

11.1 Homeward may use or subcontract appropriate third-party providers to help deliver parts of an included Homeward package. Where we do so as part of our own contracted service, Homeward remains your point of contact for that part of the booking.

11.2 Some optional services may instead be offered as a direct booking with a preferred partner, for example an airport chauffeur. Where you contract and pay that partner directly, their own terms apply to that separate service and Homeward is not the supplier of it.

11.3 We will make clear before you commit whether a third-party service is included within your Homeward contract or is a separate direct contract with the provider.

11.4 We may receive preferred commercial terms, discounts or referral benefits from partners. Where disclosure is legally required or material to your decision, we will disclose the commercial relationship clearly.

11.5 We will not give a third-party provider permanent unrestricted access credentials unless you specifically authorise that arrangement. Where reasonably practicable, access will be coordinated by Homeward.

12. Property condition, valuables, pets and emergencies

12.1 You should secure unusually valuable, fragile or irreplaceable possessions, cash, jewellery and important documents unless handling a particular item is expressly part of the agreed service.

12.2 Homeward is not responsible for pre-existing defects, ordinary wear and tear, latent faults or appliance/system failures that we did not cause, provided we have exercised reasonable care.

12.3 Tell us before the service if pets will remain at the property and provide relevant safety/access instructions, including any known aggressive behaviour or doors/gates that must remain secured.

12.4 Pet care, feeding, walking or medication is not part of the standard Homeward packages unless expressly agreed in writing.

12.5 If we discover an unexpected property issue, we will normally document it and contact you before arranging paid work.

12.6 Where we reasonably believe immediate action is necessary to protect people or prevent substantial property damage, we may contact emergency services, a utility provider, building management, your nominated emergency contact or an appropriate emergency contractor.

12.7 We will follow any emergency spending authority stated in your Profile where reasonably possible. If immediate action is required to protect life or comply with law, or where delay would reasonably risk substantial damage and we cannot reach you, we may take proportionate protective action. Reasonable third-party emergency costs are your responsibility where the emergency was not caused by Homeward.

13. Completing your Homeward service

13.1 Before marking a booking “Home Ready”, we will complete an internal check appropriate to the package, which may include agreed rooms, beds, towels, kitchen/fridge/bins, groceries, laundry, suitcases, temperature, lighting, doors/windows and access arrangements.

13.2 We will send you a completion message or summary confirming that the service is complete and identifying any material issue you should know about.

13.3 Where you have agreed to completion photographs, we may provide a small number of relevant images showing completed work. We will avoid unnecessary photography of sensitive personal material and respect any no-photo instruction in your Profile.

13.4 Where practical, the completion summary may show use of package allowances and any separately approved additional expenditure.

13.5 Marking a booking “Home Ready” records that we believe the agreed work has been completed; it does not remove or limit your statutory rights if something is not right.

14. Damage, loss and our responsibility

14.1 Homeward will perform its services with reasonable care and skill.

14.2 If Homeward causes reasonably foreseeable damage or loss through our breach of contract or negligence, we will take responsibility in accordance with applicable law. Depending on the circumstances, the appropriate response may include cleaning, repair, replacement, repeat performance, a price reduction or an insurance claim.

14.3 We are not responsible for loss caused solely by pre-existing defects, hidden faults, customer-supplied incorrect information/instructions, or events that were not reasonably foreseeable and were not caused by our failure to exercise reasonable care.

14.4 The services are supplied for private domestic use. We are not responsible for business loss, loss of business opportunity, loss of profit or similar commercial loss arising from a consumer booking, except where the law does not allow that exclusion.

14.5 Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or rights that cannot legally be excluded.

14.6 We maintain insurance appropriate to the Homeward services we provide. The existence or terms of that insurance do not reduce any liability or consumer right that cannot lawfully be excluded or limited.

15. If something is not right

15.1 If you believe part of your Homeward service was not supplied as agreed, contact us as soon as reasonably possible and tell us what is wrong.

15.2 We will investigate promptly. Where appropriate and reasonably possible, we will put the service right without additional charge. If repeat performance is impossible or cannot reasonably be provided without significant inconvenience, an appropriate price reduction or other legal remedy may apply.

15.3 Because the value of a homecoming service is often time-sensitive, we will take account of whether a later repeat service would actually solve the problem when deciding an appropriate remedy.

15.4 Our complaints contact is hello@homewardlondon.co.uk. We aim to acknowledge a complaint within 2 working days.

16. Circumstances outside our reasonable control

16.1 Events outside our reasonable control may include severe weather, transport disruption, utility failure, building access restrictions, supplier failure that could not reasonably be avoided, or other events that make performance unsafe or impossible.

16.2 We will tell you as soon as reasonably possible, take reasonable steps to reduce disruption and try to provide a sensible alternative where practicable.

16.3 If a significant part of the agreed service cannot be supplied and no reasonable alternative can be provided, you will not be charged for the unperformed part and we will refund any amount already paid for that unperformed part.

17. Personal information and photographs

17.1 We process personal information needed to manage enquiries, bookings, property access, Homeward Profiles, payments, communications and service delivery in accordance with our Privacy Notice.

17.2 We will take reasonable steps to protect sensitive property-access information and restrict it to people who need it for the booking.

17.3 Completion photographs are optional unless a photograph is reasonably necessary to document an incident, damage or safety issue. Any routine preference you provide about photographs will be recorded in your Profile.

17.4 Our Privacy Notice explains how long we keep information, who we share it with and the data-protection rights available to you.

18. Founding Client Offer

18.1 Where your Booking Confirmation states that a Founding Client introductory price applies, that price is the agreed contractual price for your booking.

18.2 The opening Founding Client Offer is limited to the first 12 Homeward bookings confirmed under the offer, subject to service availability and any clearly stated booking window or pilot dates. Once all 12 qualifying bookings have been confirmed, the opening Founding Client prices will no longer be available for new bookings.

18.3 Any “intended standard price” shown alongside a Founding Client price is a future intended standard selling price, not a claim that Homeward has previously sold the package at that price.

18.4 Founding pricing does not reduce the service standard, statutory rights or included package allowances stated in the Booking Confirmation.

19. General terms

19.1 If one provision of these Terms is found to be unlawful or unenforceable, the remaining provisions continue to apply to the extent legally possible.

19.2 We will not change an agreed booking price or materially reduce the booked service without your clear agreement, except where a change is required by law and does not deprive you of rights available to you.

19.3 If we do not enforce a right immediately, that does not mean we have waived it.

19.4 These Terms are governed by the law of England and Wales. Nothing in this clause removes any mandatory consumer protection or court rights that apply to you.

20. Contacting us and cancelling

20.1 Email: hello@homewardlondon.co.uk

20.2 Telephone: +44 7501 664430

20.3 Website: homewardlondon.co.uk

20.4 Registered office: 19 Oxford Avenue, London, SW20 8LS.

20.5 To cancel, you may email us with your name, booking reference, property postcode and a clear statement that you wish to cancel. You may also use the form below.