Terms and Conditions

Last updated: 2 September 2026

1. Introduction and Acceptance

These Terms and Conditions ("Agreement") constitute a legally binding contract between you ("Client", "you", "your") and ILHAMI LIMITED, a company registered in England and Wales with registered office at 87 Millmead Business Centre, Mill Mead Road, London, N17 9QU, United Kingdom ("Company", "we", "us", "our"), governing the provision of personal care, professional laundry and dry cleaning, lifestyle concierge and lifestyle management, home organisation and personal assistance, pet care and grooming, errand running and daily task assistance, specialised cleaning and restoration, and wellness, beauty, and personal care coordination services (collectively, "Services").

By engaging our Services, submitting a service request through https://ilhami.agency, signing a service agreement, or accepting a written quotation, you confirm that you have read, understood, and agree to be bound by this Agreement in its entirety. If you are entering this Agreement on behalf of a company, household, or other entity, you represent and warrant that you have authority to bind that entity to these Terms.

This Agreement supersedes all prior discussions, representations, and agreements relating to the Services, whether oral or written, except where specific written amendments have been signed by both parties. In the event of conflict between this Agreement and a signed service schedule, the service schedule prevails to the extent of the conflict.

2. Definitions

"Drape Read" means the initial consultation during which we assess your service requirements, routines, and operational needs to determine appropriate service patterns.

"Service Pattern" means a structured delivery model for a specific service line as documented in your service agreement, including schedule, scope, fees, and fit confirmation intervals.

"Fit Confirmation" means a periodic review to verify that the active Service Pattern remains proportioned to your requirements.

"Pattern Reference" means the unique identifier assigned to your service engagement for tracking and communication purposes.

"Collection Window" means the agreed time period during which we collect items or commence service delivery at your property.

"Force Majeure Event" means any event beyond our reasonable control including but not limited to severe weather, pandemic restrictions, industrial action, utility failures, or government orders preventing service delivery.

3. Service Engagement Process

Service engagement follows our documented procedure: (a) Drape Read consultation to assess requirements; (b) written service quotation specifying Service Patterns, fees, and schedule; (c) signed service agreement; (d) pattern activation and commencement; (e) ongoing Fit Confirmation reviews at intervals specified in your agreement.

The initial Drape Read consultation may be conducted in person at your property, at our Millmead Business Centre office, or remotely via telephone or video conference. Consultation fees, if applicable, will be disclosed before booking and may be credited against your first service invoice upon engagement.

We reserve the right to decline service engagement where requirements fall outside our operational capabilities, service area, or where we identify safety, legal, or insurance concerns during the Drape Read assessment.

4. Professional Laundry and Dry Cleaning Services

4.1 Scope. Our laundry services include collection, processing, quality verification, and delivery of garments, household textiles, and related items. Dry cleaning services are performed through approved partner facilities operating under our quality standards and data processing agreements.

4.2 Garment Assessment. Upon collection, garments are assessed for fabric type, condition, existing damage, and care label instructions. Pre-existing damage, wear, or stains are documented before processing. We are not responsible for damage resulting from inherent fabric defects, pre-existing conditions, or care labels specifying procedures we follow correctly.

4.3 Processing Standards. We apply industry-standard care procedures appropriate to each garment category. Delicate, designer, and specialty items may require extended processing times and additional fees communicated before processing. We exercise reasonable care but cannot guarantee removal of all stains, particularly set-in, oxidised, or unknown-origin stains.

4.4 Garment Tracking. Each item receives a tracking reference within your Pattern Reference system. Clients may request status updates through their assigned coordinator. Items not collected within thirty days of delivery notification may incur storage fees of £2.00 per item per week after the initial thirty-day period.

4.5 Liability for Garments. Our liability for loss or damage to garments is limited to ten times the cleaning charge for the affected item or the item's proven value, whichever is lower, up to a maximum of £500 per item. Claims must be reported within forty-eight hours of delivery. Claims reported after this period may be declined unless exceptional circumstances apply.

4.6 Items Not Accepted. We do not accept items contaminated with hazardous materials, biological waste, items with pest infestation, or items whose processing would violate health and safety regulations or partner facility policies.

5. Lifestyle Concierge and Personal Assistance

5.1 Scope. Concierge services include errand running, appointment booking, travel coordination, gift procurement, document handling, vendor liaison, and daily task assistance as specified in your service agreement. Personal assistance services extend to household administration, schedule management, and delegated personal tasks.

5.2 Task Dispatch. Tasks are dispatched through your assigned coordinator during agreed operating hours (Monday to Friday 08:00-18:00 GMT, Saturday 09:00-13:00 GMT). Emergency or out-of-hours requests may be accommodated at our discretion with applicable surcharges.

5.3 Client Responsibilities. You must provide accurate task instructions, necessary authorisations, access credentials, and payment methods for purchases made on your behalf. We are not liable for consequences arising from incomplete, inaccurate, or ambiguous task instructions.

5.4 Financial Authority. Where concierge tasks involve financial transactions on your behalf, you must pre-authorise spending limits in writing. Purchases exceeding authorised limits require additional approval before completion. Receipts and transaction records are provided for all purchases.

5.5 Prohibited Tasks. We do not accept tasks involving illegal activities, activities requiring professional licences we do not hold (legal, medical, financial advisory), tasks posing unreasonable health and safety risks, or tasks that violate our personnel policies.

6. Home Organisation Services

6.1 Scope. Home organisation services include decluttering, storage optimisation, labelling systems, room-by-room proportion assessment, and maintenance routine establishment as documented in your service agreement.

6.2 Property Access. Organisation services require access to relevant areas of your property. You must ensure safe access conditions and disclose any hazards including asbestos, structural issues, or pest infestations before service commencement.

6.3 Disposal Decisions. We do not dispose of client belongings without explicit written authorisation. Items designated for disposal are handled in accordance with your instructions and applicable waste disposal regulations.

6.4 Ongoing Maintenance. Initial organisation projects establish systems designed for ongoing maintenance. Sustained organisation requires client participation in maintenance routines or engagement of recurring maintenance Service Patterns.

7. Wellness, Beauty, and Personal Care Coordination

7.1 Scope. Wellness coordination includes appointment booking, reminder systems, provider communication, and schedule management for beauty, spa, fitness, and health-related personal care services. We coordinate appointments; we do not provide medical, therapeutic, or clinical services.

7.2 Provider Relationships. We liaise with third-party wellness and beauty providers on your behalf. Service quality at provider facilities is the responsibility of the provider. We assist with booking and communication but do not guarantee provider availability, service outcomes, or pricing.

7.3 Health Information. Where wellness coordination involves health-related scheduling, you consent to our processing of relevant appointment and provider information as described in our Privacy Policy. We do not maintain clinical health records.

8. Pet Care and Grooming Services

8.1 Scope. Pet care services include grooming appointment coordination, veterinary appointment booking, pet sitter dispatch, supply procurement, and daily care routine establishment.

8.2 Pet Information. You must provide accurate information about your pet including species, breed, age, temperament, medical conditions, medications, dietary requirements, and veterinary contact details.

8.3 Aggressive or Dangerous Animals. We reserve the right to decline or discontinue services involving animals that pose safety risks to our personnel or partner providers. Additional handling fees may apply for animals requiring specialist care.

8.4 Veterinary Emergencies. In pet care emergencies during service delivery, we will attempt to contact you immediately and follow your pre-authorised emergency veterinary instructions. Emergency veterinary costs are your responsibility unless otherwise agreed.

9. Specialised Cleaning and Restoration

9.1 Scope. Specialised cleaning includes deep cleaning, textile restoration, surface treatment, and property maintenance cleaning beyond routine household cleaning. Restoration services are assessed on a case-by-case basis during the Drape Read consultation.

9.2 Pre-Service Assessment. Property condition is assessed before deep cleaning or restoration commencement. Pre-existing damage, permanent staining, and structural limitations are documented. Results depend on surface condition, material type, and age of staining or damage.

9.3 Specialist Contractors. Complex restoration may involve third-party specialist contractors operating under our coordination. Contractor fees are disclosed and approved before engagement.

10. Fees, Payment, and Invoicing

10.1 Fee Structure. Service fees are specified in your written service agreement following the Drape Read consultation. Fees may be structured as per-service charges, monthly retainers, or annual contracts depending on Service Pattern type and volume.

10.2 Payment Terms. Invoices are payable within fourteen days of issue unless otherwise specified. Payment methods include bank transfer, direct debit, and card payment through our approved payment processor. Late payments accrue interest at 8% per annum above the Bank of England base rate pursuant to the Late Payment of Commercial Debts (Interest) Act 1998.

10.3 Price Changes. We may adjust fees with thirty days written notice. Active annual contracts are protected from mid-term increases except where cost increases from third-party providers exceed 10%, in which case we will consult with you before applying adjustments.

10.4 Disputed Charges. Invoice disputes must be raised within fourteen days of invoice date. Undisputed portions remain payable by the due date. We will investigate disputed charges and respond within ten working days.

10.5 VAT. All fees are quoted exclusive of VAT unless stated otherwise. VAT is charged at the prevailing UK rate where applicable.

11. Cancellation, Suspension, and Termination

11.1 Client Cancellation of Individual Services. Scheduled collections, appointments, and task dispatches require minimum forty-eight hours notice for cancellation or rescheduling without charge. Cancellations with less than forty-eight hours notice may incur a cancellation fee of up to 50% of the scheduled service charge.

11.2 Contract Termination by Client. You may terminate your service agreement with thirty days written notice. Termination does not affect obligations for services already rendered or scheduled within the notice period. Prepaid retainer balances for unrendered services are refunded pro rata within fourteen days of termination effective date.

11.3 Termination by Company. We may terminate or suspend services immediately where: you breach this Agreement and fail to remedy within fourteen days of written notice; payment is overdue by more than thirty days; you engage in abusive behaviour toward our personnel; you provide false information material to service delivery; or continued service would violate applicable law.

11.4 Effect of Termination. Upon termination, we return any client property in our possession within fourteen days. Garment items not collected within sixty days of termination may be donated to charity or disposed of with written notice.

12. Client Obligations

12.1 You agree to: provide accurate and complete information during the Drape Read and throughout the service relationship; maintain safe access conditions at your property for collection, delivery, and in-home services; respond to coordinator communications within reasonable timeframes; pay invoices by due dates; notify us of changes to contact details, access arrangements, or service requirements; comply with all applicable laws in your use of our Services.

12.2 You must not: use our Services for unlawful purposes; misrepresent your identity or authority; interfere with our personnel's ability to deliver Services safely and effectively; attempt to poach or directly employ our personnel without our written consent during the service relationship and for six months following termination.

13. Insurance and Liability

13.1 ILHAMI LIMITED maintains public liability insurance, employers' liability insurance, and professional indemnity insurance appropriate to our service operations. Insurance certificates are available on request.

13.2 Our total aggregate liability to you for any and all claims arising from or related to this Agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total fees paid by you in the twelve months preceding the claim, or one thousand pounds sterling (£1,000), whichever is greater.

13.3 We shall not be liable for: indirect, consequential, or special losses including loss of profit, revenue, data, or goodwill; losses arising from your failure to provide accurate information; losses arising from third-party provider actions outside our direct control; losses arising from Force Majeure Events.

13.4 Nothing in this Agreement excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded or limited under applicable law.

13.5 You are responsible for maintaining adequate insurance for your property and belongings. We recommend household insurance covering items entrusted to our care.

14. Confidentiality

14.1 Both parties agree to maintain confidentiality of information designated as confidential or which reasonably should be understood as confidential given its nature and the circumstances of disclosure.

14.2 We treat all client personal information, property details, schedules, and service requirements as confidential. Our personnel operate under confidentiality obligations as a condition of employment.

14.3 Confidentiality obligations survive termination of this Agreement for a period of three years, except for information that becomes publicly available through no fault of the receiving party, was already known to the receiving party, or must be disclosed by law.

15. Data Protection

15.1 We process personal data in accordance with our Privacy Policy available at https://ilhami.agency/privacy-policy.html and applicable UK data protection legislation.

15.2 You consent to our processing of personal data necessary for service delivery as described in the Privacy Policy. Where you provide personal data of third parties (household members, employees), you confirm you have authority to share that data and have informed the data subjects.

16. Intellectual Property

16.1 All methodologies, processes, documentation templates, and operational systems used by ILHAMI LIMITED remain our intellectual property. Clients receive a licence to use service-specific documentation (schedules, organisation systems) for personal use during and after the service relationship.

16.2 You may not reproduce, distribute, or commercialise our proprietary methodologies, branding, or documentation without written consent.

17. Force Majeure

17.1 Neither party shall be liable for failure or delay in performing obligations due to Force Majeure Events, provided the affected party promptly notifies the other and uses reasonable efforts to mitigate impact.

17.2 If a Force Majeure Event continues for more than sixty days, either party may terminate the affected Service Pattern with written notice. Fees for unrendered services during the Force Majeure period are refunded pro rata.

18. Complaints and Dispute Resolution

18.1 If you are dissatisfied with our Services, please contact your assigned coordinator or write to about@ilhami.agency. We aim to acknowledge complaints within two working days and provide a substantive response within ten working days.

18.2 If internal resolution is unsuccessful, disputes may be referred to mediation through a mutually agreed mediator before commencing legal proceedings. Mediation costs are shared equally unless otherwise agreed.

18.3 Nothing in this clause prevents either party from seeking urgent injunctive relief or pursuing claims in the courts of England and Wales.

19. Subcontracting

19.1 We may subcontract elements of service delivery to approved partners including laundry facilities, specialist cleaners, pet groomers, and concierge support personnel. All subcontractors operate under our direction and applicable data processing agreements.

19.2 We remain responsible to you for subcontracted services as if performed directly by us.

20. Amendments

20.1 We may amend these Terms and Conditions with thirty days notice to active clients. Amendments are published on our website and communicated by email. Continued use of Services after the notice period constitutes acceptance.

20.2 Material adverse changes entitle you to terminate without penalty within the notice period.

21. Severability

21.1 If any provision of this Agreement is found invalid or unenforceable, the remaining provisions continue in full force. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

22. Entire Agreement

22.1 This Agreement, together with your signed service agreement, service schedules, and our Privacy Policy, constitutes the entire agreement between the parties regarding the Services and supersedes all prior agreements and understandings.

23. Governing Law and Jurisdiction

23.1 This Agreement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over disputes arising from this Agreement.

24. Contact Information

For questions regarding these Terms and Conditions, contact ILHAMI LIMITED at about@ilhami.agency, +44 7480 234567, or 87 Millmead Business Centre, Mill Mead Road, London, N17 9QU, United Kingdom.

25. Service Quality Standards

ILHAMI LIMITED maintains documented quality standards for each Service Pattern. Professional laundry items undergo pre-processing inspection, processing verification, and pre-delivery quality check. Concierge tasks are confirmed upon completion with timestamp and description logged in your Pattern Reference record. Home organisation projects include before-and-after documentation upon request.

Quality concerns reported within forty-eight hours of service delivery are investigated and remedied at no additional charge where the concern relates to our service delivery standards. Remedies may include re-processing, task re-completion, or fee credit at our reasonable discretion.

26. Access and Security

Personnel accessing your property for collection, delivery, or in-home services carry company identification and operate under access protocols defined in your service agreement. You may designate access instructions including key safe codes, concierge desk handover, or reception collection.

We maintain records of property access including date, time, personnel identity, and purpose. Access records are retained in accordance with our Privacy Policy and available upon request.

You are responsible for ensuring our personnel can safely access your property during agreed Collection Windows. Failed access attempts due to client unavailability may incur a re-scheduling fee of £15.00.

27. Environmental and Sustainability

ILHAMI LIMITED is committed to responsible environmental practices in our service operations. We use biodegradable cleaning agents where compatible with garment care requirements. Packaging for collection and delivery is minimised and recyclable where possible. We partner with laundry facilities demonstrating environmental compliance.

Clients may request eco-preferred processing options for applicable garment categories. Additional processing time may apply for eco-preferred routes.

28. Anti-Bribery and Corruption

ILHAMI LIMITED operates a zero-tolerance policy toward bribery and corruption in accordance with the Bribery Act 2010. Our personnel must not offer, promise, give, request, or accept bribes. Clients must not offer inducements to our personnel to influence service delivery. Violations may result in immediate service termination and reporting to relevant authorities.

29. Modern Slavery

ILHAMI LIMITED is committed to preventing modern slavery and human trafficking in our operations and supply chain in accordance with the Modern Slavery Act 2015. We conduct due diligence on key suppliers and maintain internal policies ensuring fair employment practices for all personnel.

30. Record Keeping and Audit

We maintain service records including collection logs, processing records, task completion confirmations, and Fit Confirmation review notes for the duration specified in our Privacy Policy. Clients may request copies of their service records subject to identity verification.

31. Detailed Laundry Processing Procedures

31.1 Shirts and blouses are processed according to fabric composition: cotton and cotton blends receive standard wash cycles at temperature appropriate to care labels; silk and satin items are hand-finished or dry cleaned depending on assessment; linen items receive specialised pressing with appropriate starch levels per client preference documented in the service agreement.

31.2 Suits and formal wear are processed through approved dry cleaning partners using solvent systems appropriate to fabric and construction. Shoulder padding, lining integrity, and button security are verified before and after processing. Replacement of missing buttons is included where matching buttons are available; bespoke button replacement incurs material costs communicated before proceeding.

31.3 Delicate and designer items identified during the Drape Read are flagged in our tracking system with enhanced handling protocols. Client-specific instructions for high-value items are documented and followed throughout processing. Additional insurance coverage for items exceeding standard liability limits may be arranged at client request and cost.

31.4 Household textiles including bedding, curtains, and table linens are processed according to size, fabric, and construction. Oversized items may require extended processing times. Curtains with thermal backing or blackout lining receive specialist treatment with fees disclosed during assessment.

31.5 Stain treatment follows a structured protocol: identification of stain type, application of appropriate pre-treatment agents, assessment after pre-treatment, and communication with client where stain removal is uncertain before proceeding with full processing. We document stain treatment attempts and outcomes.

32. Concierge Operating Procedures

32.1 Task intake follows a structured format: client submits task via coordinator channel, coordinator confirms understanding and estimated completion timeframe, task is dispatched to appropriate personnel, completion is confirmed with evidence where applicable (receipts, confirmation numbers, photographs).

32.2 Priority classification: urgent tasks requiring same-day completion are flagged and dispatched within two hours during operating hours; standard tasks are completed within the agreed timeframe typically one to three working days; scheduled tasks are executed on specified dates.

32.3 Geographic scope for errand running covers Greater London within the M25 corridor. Tasks requiring travel beyond this area are accommodated with prior agreement and applicable travel surcharges disclosed before dispatch.

32.4 Recurring task patterns (weekly grocery collection, regular pharmacy pickup, periodic gift procurement) are established during the Drape Read and documented as standing instructions within your Pattern Reference, reducing per-task communication overhead.

33. Home Organisation Methodology

33.1 Our organisation methodology follows room-by-room proportion assessment: inventory current state, categorise items by function and frequency of use, design storage systems proportioned to available space and usage patterns, implement labelling and container systems, establish maintenance routines.

33.2 Kitchen organisation addresses pantry management, utensil storage, appliance placement, and workflow optimisation for meal preparation. Wardrobe organisation includes seasonal rotation systems, category grouping, and space-maximisation techniques appropriate to wardrobe size and client preferences.

33.3 Paperwork and digital organisation services include filing system design, document categorisation, and digital archive structure recommendations. We do not provide legal document review or financial record preparation.

33.4 Post-organisation maintenance visits may be scheduled monthly or quarterly to sustain systems established during the initial project. Maintenance scope is defined in the service agreement.

34. Wellness Coordination Protocols

34.1 Provider vetting: we maintain a database of wellness and beauty providers across London with client feedback integration. Provider recommendations are based on client preferences, location, availability, and service type requirements identified during the Drape Read.

34.2 Appointment management includes booking, confirmation, reminder dispatch at twenty-four and two hours before appointment, rescheduling coordination, and post-appointment follow-up where requested.

34.3 Calendar integration options include direct management of a dedicated concierge calendar, integration with client-provided calendar access, or summary reporting of upcoming appointments on a weekly basis.

35. Pet Care Operating Standards

35.1 Grooming coordination includes breed-appropriate groomer selection, appointment scheduling aligned with coat maintenance requirements, pre-grooming instruction communication (specific cut preferences, skin conditions, behavioural notes), and post-grooming confirmation.

35.2 Pet sitting dispatch connects clients with vetted pet sitters operating under our coordination standards. Pet sitter verification includes reference checks, insurance confirmation, and trial assessment where appropriate.

35.3 Supply procurement covers pet food, grooming products, and accessories with pre-authorised spending limits. Preferred brands and dietary requirements documented in the service agreement are followed for all procurement.

36. Cleaning and Restoration Standards

36.1 Deep cleaning scope is defined room-by-room in the service agreement including surfaces, fixtures, appliances, and areas requiring specialist attention. Standard deep cleaning excludes external window cleaning above ground floor, chimney cleaning, and hazardous material remediation.

36.2 Textile restoration assessment evaluates fibre type, damage nature, age of damage, and restoration feasibility. We provide honest assessment of restoration prospects before proceeding. Some damage may be irreversible despite best-effort restoration.

36.3 Post-service inspection confirms completion against agreed scope. Client walk-through is offered for deep cleaning and restoration projects. Deficiencies identified during walk-through are remedied within five working days.

37. Personnel Standards

37.1 All ILHAMI LIMITED personnel undergo enhanced DBS checks appropriate to their role before client-facing deployment. Personnel accessing client properties receive induction training covering access protocols, confidentiality, health and safety, and customer service standards.

37.2 Personnel identification includes company-issued ID badge displayed during all client-facing interactions. Clients may verify personnel identity by contacting their assigned coordinator.

37.3 Personnel are prohibited from accepting gifts, tips, or personal favours from clients exceeding nominal value (£10). Gratuities are neither expected nor required.

38. Communication Standards

38.1 Your assigned coordinator serves as primary communication channel for all service matters. Coordinator contact details are provided upon service activation. Coordinator changes are communicated in advance with introduction of the replacement coordinator.

38.2 Response time standards: urgent matters within two hours during operating hours; standard enquiries within one working day; non-urgent administrative matters within two working days.

38.3 Service notifications including collection confirmations, delivery alerts, and Fit Confirmation review invitations are sent via your preferred communication channel documented in the service agreement.

39. Holiday and Peak Period Arrangements

39.1 Standard service patterns may be adjusted during UK bank holidays, Christmas period (23 December to 2 January), and Easter period. Adjusted schedules are communicated at least fourteen days in advance.

39.2 Client holiday absences should be communicated at least seven days in advance to suspend collections, deliveries, and in-home services. Suspension does not incur charges for retainer-based services for up to four weeks per calendar year; extended suspensions may be subject to reduced retainer arrangements.

39.3 Peak demand periods may affect scheduling flexibility. We prioritise existing clients and communicate capacity constraints transparently.

40. Warranties and Representations

40.1 ILHAMI LIMITED warrants that Services will be performed with reasonable skill and care consistent with industry standards for personal service providers in Greater London.

40.2 We do not warrant specific outcomes for stain removal, restoration, or organisation projects where pre-existing conditions limit achievable results. Assessments during the Drape Read include honest communication of realistic expectations.

40.3 All other warranties, express or implied, including merchantability and fitness for a particular purpose, are excluded to the fullest extent permitted by law.

41. Indemnification

You agree to indemnify and hold harmless ILHAMI LIMITED, its directors, officers, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from: your breach of this Agreement; your negligent or wilful misconduct; inaccurate information you provide; your failure to maintain safe property conditions; or your use of Services for unlawful purposes.

This indemnification obligation survives termination of the Agreement.

42. Assignment

You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign our rights and obligations to a successor entity in connection with a merger, acquisition, or sale of substantially all assets, with notification to active clients.

43. Waiver

Failure by either party to enforce any provision of this Agreement shall not constitute a waiver of that provision or any other provision. Waivers must be in writing to be effective.

44. Notices

Formal notices under this Agreement must be in writing and delivered to: ILHAMI LIMITED, 87 Millmead Business Centre, Mill Mead Road, London, N17 9QU, United Kingdom, or about@ilhami.agency. Notices to you are sent to the email address and postal address on file in your service agreement. Notices are deemed received: on delivery if hand-delivered; one working day after sending if email; three working days after posting if first-class mail.

45. Survival

Provisions relating to confidentiality, liability, indemnification, governing law, data protection, and intellectual property survive termination of this Agreement.

46. Third Party Rights

This Agreement does not confer rights on any third party under the Contracts (Rights of Third Parties) Act 1999 except for our insurers and indemnified parties.

47. Language

This Agreement is drafted in English. In the event of translation, the English version prevails.

48. Schedule of Service Pattern References

Service Pattern reference prefixes used in our documentation: ILH-LND (laundry), ILH-CNC (concierge), ILH-HOM (home organisation), ILH-WEL (wellness), ILH-PET (pet care), ILH-CLN (cleaning), ILH-RES (restoration), ILH-CMB (combined patterns). Your specific Pattern Reference is assigned upon service activation.

49. Regulatory Compliance

ILHAMI LIMITED operates in compliance with applicable UK regulations including the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982, Health and Safety at Work etc. Act 1974, and industry-specific requirements for laundry operations and personal services.

We maintain appropriate waste transfer notes for commercial waste generated during cleaning services and ensure laundry partners comply with environmental discharge regulations.

50. Acknowledgement

By engaging ILHAMI LIMITED Services, you acknowledge that you have read, understood, and agree to these Terms and Conditions in their entirety. You confirm that you are at least eighteen years of age and have legal capacity to enter this Agreement.

51. Laundry Collection and Delivery Protocols

51.1 Collection routes are optimised weekly based on active client locations within Greater London. Collection Windows are agreed during the Drape Read and documented in your service agreement. Standard Collection Windows are two-hour periods; narrow windows may incur premium scheduling fees.

51.2 Our collection personnel arrive in branded company vehicles or on foot for pedestrian-accessible properties. Upon arrival, personnel verify the collection list against items presented or collected from designated locations ( porch, concierge desk, designated room).

51.3 Items are transported in protective covers segregated by client to prevent cross-contamination. Garments are tagged with your Pattern Reference and item-specific tracking codes at collection point.

51.4 Delivery follows the same route optimisation principles. Delivered items are presented in protective covers with itemised delivery confirmation. Client signature or digital confirmation is obtained upon delivery.

51.5 Failed collection or delivery due to client unavailability: first occurrence rescheduled without charge; subsequent occurrences within a rolling thirty-day period may incur a £15.00 re-scheduling fee.

52. Garment Classification System

52.1 Category A: Standard cotton, polyester, and blended everyday garments requiring standard wash and press processing.

52.2 Category B: Wool, cashmere, and fine knitwear requiring gentle wash or dry clean processing with specialised pressing.

52.3 Category C: Silk, satin, chiffon, and delicate designer garments requiring hand finishing or specialist dry cleaning.

52.4 Category D: Formal suiting, evening wear, and structured garments requiring dry cleaning and precision pressing.

52.5 Category E: Household textiles including bedding, curtains, and upholstery covers requiring specialist processing.

52.6 Category classification is determined during collection assessment and communicated if an item's classification differs from the standard rate schedule in your agreement.

53. Concierge Task Categories and Pricing Framework

53.1 Administrative tasks: document collection, posting, form completion assistance, phone call liaison. Priced per task or included in retainer depending on volume.

53.2 Shopping and procurement: grocery shopping, gift purchase, pharmacy collection, retail item retrieval. Priced per task plus cost of goods. Receipts provided for all purchases.

53.3 Appointment management: booking, rescheduling, confirmation, reminder dispatch for personal and professional appointments.

53.4 Travel coordination: transport booking, itinerary preparation, luggage coordination, airport transfer arrangement.

53.5 Event support: venue research, vendor liaison, guest list management, on-day coordination for personal events.

53.6 Retainer packages combine multiple task categories at discounted rates for clients with consistent weekly or monthly concierge requirements.

54. Home Organisation Service Levels

54.1 Level 1 — Assessment and Plan: room-by-room assessment, written organisation plan with recommended systems, no physical organisation. Suitable for clients who prefer self-implementation with professional guidance.

54.2 Level 2 — Single Room Project: complete organisation of one room including decluttering, system implementation, and labelling. Typical duration one to two days depending on room size and volume.

54.3 Level 3 — Multi-Room Project: organisation across multiple rooms with coordinated systems and cross-room workflow optimisation. Typical duration three to five days.

54.4 Level 4 — Full Property Reset: comprehensive organisation of entire property including storage areas, garage, and outdoor spaces where applicable. Duration agreed during Drape Read.

54.5 Level 5 — Maintenance: recurring visits to sustain systems established in Levels 2-4. Frequency monthly or quarterly.

55. Wellness Provider Network

55.1 Our wellness provider network includes beauty salons, spa facilities, fitness studios, personal trainers, massage therapists, and complementary therapy practitioners across Greater London.

55.2 Provider inclusion in our network follows assessment of professional qualifications, insurance coverage, client feedback history, and service quality standards.

55.3 We do not guarantee provider availability at preferred times. Peak period booking (evenings, weekends) may require advance scheduling of two weeks or more for popular providers.

55.4 Provider pricing is set by the provider. We communicate pricing before booking confirmation and do not add markup to provider fees unless disclosed as a coordination fee in your service agreement.

56. Pet Care Partner Standards

56.1 Grooming partners must hold appropriate business insurance, demonstrate professional grooming qualifications or equivalent experience, and maintain clean, safe facilities.

56.2 Pet sitters in our network undergo reference checks, insurance verification, and trial assessment. Pet sitters operate as independent contractors coordinated by {COMPANY}.

56.3 Emergency veterinary protocols require clients to designate a preferred veterinary practice and authorise emergency treatment up to a specified financial limit during the Drape Read.

57. Cleaning Service Specifications

57.1 Standard deep clean includes: all accessible surfaces dusted and cleaned; floors vacuumed and mopped; bathrooms sanitised including fixtures, tiles, and mirrors; kitchen surfaces, appliances (exterior), and sink sanitised; interior windows (reachable) cleaned; skirting boards wiped.

57.2 Deep clean excludes: exterior window cleaning above ground floor; inside oven deep clean (available as add-on); inside refrigerator deep clean (available as add-on); carpet shampooing (available as add-on via specialist partner); mould remediation; asbestos-containing material handling.

57.3 Eco-cleaning option uses environmentally certified products. Available at same pricing unless specialist products incur material surcharge disclosed before service.

57.4 Post-tenancy cleaning follows a comprehensive checklist agreed before commencement, covering all rooms, appliances, and fixtures to lettable standard where achievable.

58. Client Property and Belongings

58.1 Items entrusted to our care during service delivery are handled with reasonable skill and care. We maintain inventory records for items collected for processing.

58.2 Clients should remove valuables, cash, jewellery, and sensitive documents from areas where our personnel will work before service commencement. We are not liable for loss of items not disclosed and not within the agreed service scope.

58.3 Keys and access devices provided for recurring service access are logged, stored securely, and returned upon service termination. Key loss by our personnel is reported immediately and locks changed at our expense.

59. Service Agreement Documentation

59.1 Every client receives a written service agreement following the Drape Read consultation. The agreement specifies: Service Pattern(s) activated; scope of services; fee structure and payment terms; Collection Windows and scheduling; Fit Confirmation review intervals; cancellation terms; and Pattern Reference.

59.2 Service schedules may be updated by written amendment signed or confirmed by email by both parties. Verbal agreements are not binding.

59.3 Trial periods, where offered, are documented in the service agreement with conversion terms to ongoing engagement.

60. Billing and Invoice Disputes

60.1 Invoices itemise services rendered with dates, descriptions, and charges. Retainer invoices specify the retainer period and included service scope.

60.2 Query period: invoice queries must be raised within fourteen days of invoice date. We investigate and respond within ten working days.

60.3 Credit notes are issued for confirmed overcharges within five working days of agreement. Refunds are processed to the original payment method within fourteen days.

51. Laundry Collection and Delivery Protocols — Supplement 2

52. Garment Classification System — Supplement 2

52.1 Category A: Standard cotton, polyester, and blended everyday garments requiring standard wash and press processing.

52.2 Category B: Wool, cashmere, and fine knitwear requiring gentle wash or dry clean processing with specialised pressing.

52.3 Category C: Silk, satin, chiffon, and delicate designer garments requiring hand finishing or specialist dry cleaning.

52.4 Category D: Formal suiting, evening wear, and structured garments requiring dry cleaning and precision pressing.

52.5 Category E: Household textiles including bedding, curtains, and upholstery covers requiring specialist processing.

52.6 Category classification is determined during collection assessment and communicated if an item's classification differs from the standard rate schedule in your agreement.

53. Concierge Task Categories and Pricing Framework — Supplement 2

53.1 Administrative tasks: document collection, posting, form completion assistance, phone call liaison. Priced per task or included in retainer depending on volume.

53.2 Shopping and procurement: grocery shopping, gift purchase, pharmacy collection, retail item retrieval. Priced per task plus cost of goods. Receipts provided for all purchases.

53.3 Appointment management: booking, rescheduling, confirmation, reminder dispatch for personal and professional appointments.

53.4 Travel coordination: transport booking, itinerary preparation, luggage coordination, airport transfer arrangement.

53.5 Event support: venue research, vendor liaison, guest list management, on-day coordination for personal events.

53.6 Retainer packages combine multiple task categories at discounted rates for clients with consistent weekly or monthly concierge requirements.

54. Home Organisation Service Levels — Supplement 2

54.3 Level 3 — Multi-Room Project: organisation across multiple rooms with coordinated systems and cross-room workflow optimisation. Typical duration three to five days.

54.4 Level 4 — Full Property Reset: comprehensive organisation of entire property including storage areas, garage, and outdoor spaces where applicable. Duration agreed during Drape Read.

54.5 Level 5 — Maintenance: recurring visits to sustain systems established in Levels 2-4. Frequency monthly or quarterly.

55. Wellness Provider Network — Supplement 2

55.1 Our wellness provider network includes beauty salons, spa facilities, fitness studios, personal trainers, massage therapists, and complementary therapy practitioners across Greater London.

55.2 Provider inclusion in our network follows assessment of professional qualifications, insurance coverage, client feedback history, and service quality standards.

55.3 We do not guarantee provider availability at preferred times. Peak period booking (evenings, weekends) may require advance scheduling of two weeks or more for popular providers.

56. Pet Care Partner Standards — Supplement 2

56.1 Grooming partners must hold appropriate business insurance, demonstrate professional grooming qualifications or equivalent experience, and maintain clean, safe facilities.

56.2 Pet sitters in our network undergo reference checks, insurance verification, and trial assessment. Pet sitters operate as independent contractors coordinated by {COMPANY}.

56.3 Emergency veterinary protocols require clients to designate a preferred veterinary practice and authorise emergency treatment up to a specified financial limit during the Drape Read.

57. Cleaning Service Specifications — Supplement 2

57.3 Eco-cleaning option uses environmentally certified products. Available at same pricing unless specialist products incur material surcharge disclosed before service.

57.4 Post-tenancy cleaning follows a comprehensive checklist agreed before commencement, covering all rooms, appliances, and fixtures to lettable standard where achievable.

58. Client Property and Belongings — Supplement 2

58.1 Items entrusted to our care during service delivery are handled with reasonable skill and care. We maintain inventory records for items collected for processing.

59. Service Agreement Documentation — Supplement 2

59.2 Service schedules may be updated by written amendment signed or confirmed by email by both parties. Verbal agreements are not binding.

59.3 Trial periods, where offered, are documented in the service agreement with conversion terms to ongoing engagement.

60. Billing and Invoice Disputes — Supplement 2

60.1 Invoices itemise services rendered with dates, descriptions, and charges. Retainer invoices specify the retainer period and included service scope.

60.2 Query period: invoice queries must be raised within fourteen days of invoice date. We investigate and respond within ten working days.

60.3 Credit notes are issued for confirmed overcharges within five working days of agreement. Refunds are processed to the original payment method within fourteen days.

51. Laundry Collection and Delivery Protocols — Supplement 3

52. Garment Classification System — Supplement 3

52.1 Category A: Standard cotton, polyester, and blended everyday garments requiring standard wash and press processing.

52.2 Category B: Wool, cashmere, and fine knitwear requiring gentle wash or dry clean processing with specialised pressing.

52.3 Category C: Silk, satin, chiffon, and delicate designer garments requiring hand finishing or specialist dry cleaning.

52.4 Category D: Formal suiting, evening wear, and structured garments requiring dry cleaning and precision pressing.

52.5 Category E: Household textiles including bedding, curtains, and upholstery covers requiring specialist processing.

52.6 Category classification is determined during collection assessment and communicated if an item's classification differs from the standard rate schedule in your agreement.

53. Concierge Task Categories and Pricing Framework — Supplement 3

53.1 Administrative tasks: document collection, posting, form completion assistance, phone call liaison. Priced per task or included in retainer depending on volume.

53.2 Shopping and procurement: grocery shopping, gift purchase, pharmacy collection, retail item retrieval. Priced per task plus cost of goods. Receipts provided for all purchases.

53.3 Appointment management: booking, rescheduling, confirmation, reminder dispatch for personal and professional appointments.

53.4 Travel coordination: transport booking, itinerary preparation, luggage coordination, airport transfer arrangement.

53.5 Event support: venue research, vendor liaison, guest list management, on-day coordination for personal events.

53.6 Retainer packages combine multiple task categories at discounted rates for clients with consistent weekly or monthly concierge requirements.

54. Home Organisation Service Levels — Supplement 3

54.3 Level 3 — Multi-Room Project: organisation across multiple rooms with coordinated systems and cross-room workflow optimisation. Typical duration three to five days.

54.4 Level 4 — Full Property Reset: comprehensive organisation of entire property including storage areas, garage, and outdoor spaces where applicable. Duration agreed during Drape Read.

54.5 Level 5 — Maintenance: recurring visits to sustain systems established in Levels 2-4. Frequency monthly or quarterly.

55. Wellness Provider Network — Supplement 3

55.1 Our wellness provider network includes beauty salons, spa facilities, fitness studios, personal trainers, massage therapists, and complementary therapy practitioners across Greater London.

55.2 Provider inclusion in our network follows assessment of professional qualifications, insurance coverage, client feedback history, and service quality standards.

55.3 We do not guarantee provider availability at preferred times. Peak period booking (evenings, weekends) may require advance scheduling of two weeks or more for popular providers.

56. Pet Care Partner Standards — Supplement 3

56.1 Grooming partners must hold appropriate business insurance, demonstrate professional grooming qualifications or equivalent experience, and maintain clean, safe facilities.

56.2 Pet sitters in our network undergo reference checks, insurance verification, and trial assessment. Pet sitters operate as independent contractors coordinated by {COMPANY}.

56.3 Emergency veterinary protocols require clients to designate a preferred veterinary practice and authorise emergency treatment up to a specified financial limit during the Drape Read.

57. Cleaning Service Specifications — Supplement 3

57.3 Eco-cleaning option uses environmentally certified products. Available at same pricing unless specialist products incur material surcharge disclosed before service.

57.4 Post-tenancy cleaning follows a comprehensive checklist agreed before commencement, covering all rooms, appliances, and fixtures to lettable standard where achievable.

58. Client Property and Belongings — Supplement 3

58.1 Items entrusted to our care during service delivery are handled with reasonable skill and care. We maintain inventory records for items collected for processing.

59. Service Agreement Documentation — Supplement 3

59.2 Service schedules may be updated by written amendment signed or confirmed by email by both parties. Verbal agreements are not binding.

59.3 Trial periods, where offered, are documented in the service agreement with conversion terms to ongoing engagement.

60. Billing and Invoice Disputes — Supplement 3

60.1 Invoices itemise services rendered with dates, descriptions, and charges. Retainer invoices specify the retainer period and included service scope.

60.2 Query period: invoice queries must be raised within fourteen days of invoice date. We investigate and respond within ten working days.

60.3 Credit notes are issued for confirmed overcharges within five working days of agreement. Refunds are processed to the original payment method within fourteen days.

61. Health and Safety Obligations

61.1 ILHAMI LIMITED complies with the Health and Safety at Work etc. Act 1974 and associated regulations. We conduct risk assessments for all service delivery activities including in-home services, collection and delivery operations, and office-based coordination.

61.2 Clients must disclose property hazards including loose flooring, aggressive pets, asbestos-containing materials, and structural concerns before in-home service commencement.

61.3 Our personnel are trained in manual handling, slip and trip prevention, and infection control procedures appropriate to personal service delivery.

61.4 Incident reporting: all health and safety incidents during service delivery are documented and reported to management within twenty-four hours. Serious incidents are reported to the Health and Safety Executive where required by RIDDOR regulations.

62. Equal Treatment and Non-Discrimination

62.1 ILHAMI LIMITED provides services without discrimination based on race, colour, nationality, ethnic origin, gender, gender reassignment, sexual orientation, religion, age, disability, or any other protected characteristic under the Equality Act 2010.

62.2 We expect clients to treat our personnel with equal respect regardless of personal characteristics. Discriminatory behaviour toward our personnel is grounds for immediate service termination.

63. Consumer Rights Act 2015 Compliance

63.1 Services provided under this Agreement must be performed with reasonable care and skill, within a reasonable time if not fixed by the agreement, and at a reasonable price if not determined by the agreement, fixed by any industry regulator, or mutually agreed.

63.2 If services fail to conform to these standards, you have the right to require repeat performance or, if repeat performance is impossible or not done within reasonable time, a price reduction.

63.3 These statutory rights are in addition to contractual remedies described elsewhere in this Agreement and are not excluded except to the extent permitted by law.

64. Supply of Goods and Services Act 1982

64.1 Where our services involve supply of goods (cleaning products, organisation materials, pet supplies procured on your behalf), those goods must be of satisfactory quality, fit for purpose, and as described.

64.2 Defective goods procured on your behalf are returned or replaced at no additional charge where the defect is not attributable to your instructions or misuse.

65. Electronic Communications

65.1 Electronic communications including email and SMS constitute written communication for purposes of this Agreement unless otherwise specified.

65.2 You consent to receive service-related communications electronically. Marketing communications require separate consent.

65.3 Electronic signatures and email confirmations of service agreement terms are binding to the same extent as physical signatures.

66. Dispute Resolution Timeline

66.1 Internal complaint: acknowledge within 2 working days, substantive response within 10 working days.

66.2 Escalation to management: if unresolved, escalate to operations director with response within 10 working days.

66.3 Mediation: if still unresolved, either party may propose mediation with a mutually agreed mediator within 30 days.

66.4 Legal proceedings: either party may commence court proceedings after exhausting internal resolution and mediation options, or immediately for urgent injunctive relief.

67. Service Area and Geographic Limitations

67.1 Primary service area: North London boroughs including Haringey, Hackney, Islington, Camden, Enfield, and Waltham Forest.

67.2 Extended service area: Central and West London including Westminster, Kensington and Chelsea, Hammersmith and Fulham, and City of London. Extended area services may incur travel surcharges disclosed during the Drape Read.

67.3 Services outside the M25 corridor are not routinely available. Special arrangements may be made for established clients with prior agreement.

68. Seasonal Service Adjustments

68.1 Winter season (November-February): collection routes may be delayed during severe weather. We communicate delays via SMS or email. No charges for weather-related rescheduling.

68.2 Summer season: increased demand for laundry and concierge services may affect scheduling flexibility. Existing clients receive priority.

68.3 Holiday periods: adjusted schedules communicated fourteen days in advance as described in Clause 39.

69. Technology and Client Portal

69.1 ILHAMI LIMITED may provide access to a client portal for service tracking, appointment management, and communication. Portal access is provided subject to acceptance of applicable terms.

69.2 Portal credentials are personal and must not be shared. You are responsible for maintaining credential confidentiality.

69.3 Portal availability is not guaranteed at all times. Scheduled maintenance is communicated in advance where possible.

70. Feedback and Service Improvement

70.1 We welcome client feedback through your coordinator, email, or post-service surveys. Feedback is logged and reviewed monthly for service improvement.

70.2 Fit Confirmation reviews are structured feedback sessions conducted at intervals specified in your service agreement. Review outcomes may result in Service Pattern adjustments.

70.3 Testimonials and case studies used in marketing require your explicit written consent.

61. Health and Safety Obligations (Section 2)

61.2 Clients must disclose property hazards including loose flooring, aggressive pets, asbestos-containing materials, and structural concerns before in-home service commencement.

61.3 Our personnel are trained in manual handling, slip and trip prevention, and infection control procedures appropriate to personal service delivery.

62. Equal Treatment and Non-Discrimination (Section 2)

62.2 We expect clients to treat our personnel with equal respect regardless of personal characteristics. Discriminatory behaviour toward our personnel is grounds for immediate service termination.

63. Consumer Rights Act 2015 Compliance (Section 2)

63.2 If services fail to conform to these standards, you have the right to require repeat performance or, if repeat performance is impossible or not done within reasonable time, a price reduction.

63.3 These statutory rights are in addition to contractual remedies described elsewhere in this Agreement and are not excluded except to the extent permitted by law.

64. Supply of Goods and Services Act 1982 (Section 2)

64.2 Defective goods procured on your behalf are returned or replaced at no additional charge where the defect is not attributable to your instructions or misuse.

65. Electronic Communications (Section 2)

65.1 Electronic communications including email and SMS constitute written communication for purposes of this Agreement unless otherwise specified.

65.2 You consent to receive service-related communications electronically. Marketing communications require separate consent.

65.3 Electronic signatures and email confirmations of service agreement terms are binding to the same extent as physical signatures.

66. Dispute Resolution Timeline (Section 2)

66.1 Internal complaint: acknowledge within 2 working days, substantive response within 10 working days.

66.2 Escalation to management: if unresolved, escalate to operations director with response within 10 working days.

66.3 Mediation: if still unresolved, either party may propose mediation with a mutually agreed mediator within 30 days.

66.4 Legal proceedings: either party may commence court proceedings after exhausting internal resolution and mediation options, or immediately for urgent injunctive relief.

67. Service Area and Geographic Limitations (Section 2)

67.1 Primary service area: North London boroughs including Haringey, Hackney, Islington, Camden, Enfield, and Waltham Forest.

67.3 Services outside the M25 corridor are not routinely available. Special arrangements may be made for established clients with prior agreement.

68. Seasonal Service Adjustments (Section 2)

68.1 Winter season (November-February): collection routes may be delayed during severe weather. We communicate delays via SMS or email. No charges for weather-related rescheduling.

68.2 Summer season: increased demand for laundry and concierge services may affect scheduling flexibility. Existing clients receive priority.

68.3 Holiday periods: adjusted schedules communicated fourteen days in advance as described in Clause 39.

69. Technology and Client Portal (Section 2)

69.1 ILHAMI LIMITED may provide access to a client portal for service tracking, appointment management, and communication. Portal access is provided subject to acceptance of applicable terms.

69.2 Portal credentials are personal and must not be shared. You are responsible for maintaining credential confidentiality.

69.3 Portal availability is not guaranteed at all times. Scheduled maintenance is communicated in advance where possible.

70. Feedback and Service Improvement (Section 2)

70.1 We welcome client feedback through your coordinator, email, or post-service surveys. Feedback is logged and reviewed monthly for service improvement.

70.2 Fit Confirmation reviews are structured feedback sessions conducted at intervals specified in your service agreement. Review outcomes may result in Service Pattern adjustments.

70.3 Testimonials and case studies used in marketing require your explicit written consent.

61. Health and Safety Obligations (Section 3)

61.2 Clients must disclose property hazards including loose flooring, aggressive pets, asbestos-containing materials, and structural concerns before in-home service commencement.

61.3 Our personnel are trained in manual handling, slip and trip prevention, and infection control procedures appropriate to personal service delivery.

62. Equal Treatment and Non-Discrimination (Section 3)

62.2 We expect clients to treat our personnel with equal respect regardless of personal characteristics. Discriminatory behaviour toward our personnel is grounds for immediate service termination.

63. Consumer Rights Act 2015 Compliance (Section 3)

63.2 If services fail to conform to these standards, you have the right to require repeat performance or, if repeat performance is impossible or not done within reasonable time, a price reduction.

63.3 These statutory rights are in addition to contractual remedies described elsewhere in this Agreement and are not excluded except to the extent permitted by law.

64. Supply of Goods and Services Act 1982 (Section 3)

64.2 Defective goods procured on your behalf are returned or replaced at no additional charge where the defect is not attributable to your instructions or misuse.

65. Electronic Communications (Section 3)

65.1 Electronic communications including email and SMS constitute written communication for purposes of this Agreement unless otherwise specified.

65.2 You consent to receive service-related communications electronically. Marketing communications require separate consent.

65.3 Electronic signatures and email confirmations of service agreement terms are binding to the same extent as physical signatures.

66. Dispute Resolution Timeline (Section 3)

66.1 Internal complaint: acknowledge within 2 working days, substantive response within 10 working days.

66.2 Escalation to management: if unresolved, escalate to operations director with response within 10 working days.

66.3 Mediation: if still unresolved, either party may propose mediation with a mutually agreed mediator within 30 days.

66.4 Legal proceedings: either party may commence court proceedings after exhausting internal resolution and mediation options, or immediately for urgent injunctive relief.

67. Service Area and Geographic Limitations (Section 3)

67.1 Primary service area: North London boroughs including Haringey, Hackney, Islington, Camden, Enfield, and Waltham Forest.

67.3 Services outside the M25 corridor are not routinely available. Special arrangements may be made for established clients with prior agreement.

68. Seasonal Service Adjustments (Section 3)

68.1 Winter season (November-February): collection routes may be delayed during severe weather. We communicate delays via SMS or email. No charges for weather-related rescheduling.

68.2 Summer season: increased demand for laundry and concierge services may affect scheduling flexibility. Existing clients receive priority.

68.3 Holiday periods: adjusted schedules communicated fourteen days in advance as described in Clause 39.

69. Technology and Client Portal (Section 3)

69.1 ILHAMI LIMITED may provide access to a client portal for service tracking, appointment management, and communication. Portal access is provided subject to acceptance of applicable terms.

69.2 Portal credentials are personal and must not be shared. You are responsible for maintaining credential confidentiality.

69.3 Portal availability is not guaranteed at all times. Scheduled maintenance is communicated in advance where possible.

70. Feedback and Service Improvement (Section 3)

70.1 We welcome client feedback through your coordinator, email, or post-service surveys. Feedback is logged and reviewed monthly for service improvement.

70.2 Fit Confirmation reviews are structured feedback sessions conducted at intervals specified in your service agreement. Review outcomes may result in Service Pattern adjustments.

70.3 Testimonials and case studies used in marketing require your explicit written consent.

61. Health and Safety Obligations (Section 4)

61.2 Clients must disclose property hazards including loose flooring, aggressive pets, asbestos-containing materials, and structural concerns before in-home service commencement.

61.3 Our personnel are trained in manual handling, slip and trip prevention, and infection control procedures appropriate to personal service delivery.

62. Equal Treatment and Non-Discrimination (Section 4)

62.2 We expect clients to treat our personnel with equal respect regardless of personal characteristics. Discriminatory behaviour toward our personnel is grounds for immediate service termination.

63. Consumer Rights Act 2015 Compliance (Section 4)

63.2 If services fail to conform to these standards, you have the right to require repeat performance or, if repeat performance is impossible or not done within reasonable time, a price reduction.

63.3 These statutory rights are in addition to contractual remedies described elsewhere in this Agreement and are not excluded except to the extent permitted by law.

64. Supply of Goods and Services Act 1982 (Section 4)

64.2 Defective goods procured on your behalf are returned or replaced at no additional charge where the defect is not attributable to your instructions or misuse.

65. Electronic Communications (Section 4)

65.1 Electronic communications including email and SMS constitute written communication for purposes of this Agreement unless otherwise specified.

65.2 You consent to receive service-related communications electronically. Marketing communications require separate consent.

65.3 Electronic signatures and email confirmations of service agreement terms are binding to the same extent as physical signatures.

66. Dispute Resolution Timeline (Section 4)

66.1 Internal complaint: acknowledge within 2 working days, substantive response within 10 working days.

66.2 Escalation to management: if unresolved, escalate to operations director with response within 10 working days.

66.3 Mediation: if still unresolved, either party may propose mediation with a mutually agreed mediator within 30 days.

66.4 Legal proceedings: either party may commence court proceedings after exhausting internal resolution and mediation options, or immediately for urgent injunctive relief.

67. Service Area and Geographic Limitations (Section 4)

67.1 Primary service area: North London boroughs including Haringey, Hackney, Islington, Camden, Enfield, and Waltham Forest.

67.3 Services outside the M25 corridor are not routinely available. Special arrangements may be made for established clients with prior agreement.

68. Seasonal Service Adjustments (Section 4)

68.1 Winter season (November-February): collection routes may be delayed during severe weather. We communicate delays via SMS or email. No charges for weather-related rescheduling.

68.2 Summer season: increased demand for laundry and concierge services may affect scheduling flexibility. Existing clients receive priority.

68.3 Holiday periods: adjusted schedules communicated fourteen days in advance as described in Clause 39.

69. Technology and Client Portal (Section 4)

69.1 ILHAMI LIMITED may provide access to a client portal for service tracking, appointment management, and communication. Portal access is provided subject to acceptance of applicable terms.

69.2 Portal credentials are personal and must not be shared. You are responsible for maintaining credential confidentiality.

69.3 Portal availability is not guaranteed at all times. Scheduled maintenance is communicated in advance where possible.

70. Feedback and Service Improvement (Section 4)

70.1 We welcome client feedback through your coordinator, email, or post-service surveys. Feedback is logged and reviewed monthly for service improvement.

70.2 Fit Confirmation reviews are structured feedback sessions conducted at intervals specified in your service agreement. Review outcomes may result in Service Pattern adjustments.

70.3 Testimonials and case studies used in marketing require your explicit written consent.