1. Bookings

2. Payments

3. Cancellations and Amendments

4. Service and Charter

5. Client Complaints

6. Warranty and Liability

7. Privacy

8. Insurance

9. Copyright and Trademarks


The person provided to you in respect of the home sitting services bookings is defined as The Home Executive.

The Home Executive you select via the website will hold a current Basic Criminal Disclosure Certificate (CRB)

The Clients Delivery/maintenance requirements shall be know as “The service we are waiting in for”


1. Bookings

I. When you place a Booking with a Home Executive, you will receive a confirmation email for your booking. Payment for the service will also be confirmed at this stage, and Paypal will be the preferred method of payment. Alternative payments see Section 2.11

If the Booking is placed by telephone rather than the “Hello Marilyn” website the booking will be confirmed within 2 hours, either by telephone, text message or via e mail, when payment via Paypal will be required

In the unlikely event that telephone Booking cannot be confirmed immediately on request, you will be informed of the confirmation, either by telephone, text message or via e mail.

II. You may amend or cancel the Booking subject to the terms set out under the Cancellation section below (section 3). Any Bookings for which Confirmation Emails have been issued that have not been cancelled by the applicable cut-off time are binding.

III. If you request an amendment to the Booking, you will receive a new Confirmation Email if and when we accept your amendment. In the event that you receive more than one Confirmation Email for a particular booking, the most recent confirmation Email will be taken and used as the final booking detail.

IV. Receipt of confirmation e mail is classed as the “Contract of Service”

V. The confirmation e mail will contain the service start time and finish time, and will be referred to as Contracted Hours.

VI. It is your responsibility (The Client) to ensure that the Contracted Hours of Hello Marilyn are adequate to cover “The service we are waiting in for”

VII. In the event that the Contracted Hours are insufficient to cover unforeseen delays to “The service we are waiting in for”, we are not obliged to extend the Contracted Hours. However, we shall endeavour to extend the addition to the “Contract of Service” where possible. Further charges will apply at the normal hourly rate.

VIII. We shall obtain your authorisation prior to any extension to the “Contract of Service”. In the event that we can’t make contact for authorisation of the extended time for the “Contact of Service” then, unless previously agreed at the start of the Contract, our Home Executive will be obliged to leave at the original contracted time.

IX. We have the right to substitute the confirmed Home Executive in the event of unforeseen circumstances.

X. The pricing is as quoted on the Website at the time you place the Booking. No VAT is charged on our services.


2. Payments

I. Payment is made via the Paypal Service and debit and credit cards are accepted via this method. Alternative payments may be accepted in exceptional circumstances.

II. Additional payments due will be requested in the same manner

III. Payments for the “Contract of Service” are due prior to commencement of the Service

IV. You agree to compensate us in full against all reasonable costs expenses and outgoings incurred by us as described in the Terms and Conditions.


3. Cancellations and Amendments

I. A 24 hour notice of intention to cancel or amend the Service is required.

II. Any variances to this 24 hour rule either way, will be notified on receipt of the booking confirmation, if applicable.

III. Cancellations made before the notice time will be refunded in full, less a nominal £20 administration fee. Cancellations made after this time will not refundable, unless the booking was received less than 24 hours prior to the contract start. You will receive a refund for the amount paid less a nominal £20 administration charge, at our sole discretion.

IV. Amendments may attract an Admin fee subject to individual cases, which will be confirmed at the time of the Amendment enquiry.

V. We shall do our utmost to accommodate any amendments to the original booking contract.

VI. Further charges will apply for an extension to original times booked.

VII. A refund will be arranged for lesser time at our discretion.


4. Service and Charter

I We take great care to ensure that your assigned Home Executive is present at your Property for the Contracted Hours. Please note adverse weather conditions or other events outside of our reasonable control may result in Home Executive being late or have the need to cancel.

II Should that be the case we will contact you as soon as possible to discuss your requirements under the “Contract of Service” and you will not be charged for any part of the Contracted Hours where we are unavailable. We may in some cases supply a different Home Executive to that previously advised.

III In any event, subject to Section 5.1 below our maximum liability will be limited to the total price of your Booking as contained in the Confirmation Email.

IV If you ask us to hold your keys for the purposes of entering or leaving your Property, we will follow your instructions where practically possible. If your keys are not available at the arranged time or location, or if your keys fail to work, we will contact you to discuss alternative arrangements. Failure to make alternative arrangements, the Cancellation and Amendments (section 3) will apply

V It is your responsibility to provide us with suitable instructions for entering and leaving your property. We will comply with your instructions where possible. If your home is alarmed and the alarm is set, we shall require instructions to set and reset on leaving your home. Should we be unable to comply with your written or verbal instructions we will contact you to discuss your requirements.

VI If you have arranged to let the Home Executive into your property at the commencement of the Contract of Service it is your responsibility to ensure that an appropriate person is available to facilitate this.

VII If there is no appropriate person at the address for the stated commencement time we will be unable fulfil the “Contract of Service”, and will not be obliged to refund any monies to you. If you have arranged to return to your property for the end of the “Contract of Service” and are unable to meet this obligation you must inform us so that we can make suitable arrangements to leave your Property secure. Any additional charges incurred by this will be payable by you in line with the charges as detailed on the Website.

VIII It is your responsibility to make any necessary arrangements with “The service we are waiting in for” or other persons you expect to visit your Property during the Contracted Hours. We are not responsible if they do not turn up or are late. Neither are we responsible for the workmanship or quality of work or goods provided by any tradesperson, delivery person or other person attending your Property.

IX The Home Executive will verify the identity of any callers at your Property and confirm that their identity corresponds with your written or verbal instructions.

X The Home Executive will sign for deliveries and or parcels if required to do so, but please note, we have no further responsibility in ensuring the goods are in accordance with what You the Client have ordered, or in working order.

XI The Home Executive will monitor any persons who are permitted to enter your Property to the extent practically possible. If you have requested that we contact you on arrival of “ The Service we are waiting in for” we will contact you using the information provided when the Service was booked. We may use your Property telephone to make any calls to you that have been requested, unless otherwise directed


5. Client Complaints

I Hello Marilyn aim to provide a high quality service and your satisfaction is vital. If you have a complaint, please notify us promptly by sending an email to marilyn@hellomarilyn.co.uk or by telephoning 02920 794780. We will consider a refund of any part of our service that does not meet with your reasonable satisfaction or arrange for a replacement service, provided we are notified within 24 hours

II If an agreement can’t be made by both parties ref the above, further information with regard to complaints can be found under “Terms and Conditions” section 23 which can be found on the Hello Marilyn Website.


6. Warranty and Liability

I Nothing in this Contract of Service will restrict our liability for death or personal injury resulting from our negligence, breach of contract or breach of statutory duty, nor will any of these terms restrict any of your statutory rights as set out in the Terms and Conditions which can be found on the Hello Marilyn Website

II For further information about your statutory rights, contact your local authority Trading Standards Department or Citizen’s Advice Bureau.

III We will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment, road traffic or public transport problems as set out in Section 8 of the Terms and Conditions which can be found on the Hello Marilyn Website

IV Other than as set out in Section 5.3 of the Terms and Conditions which can be found on the Hello Marilyn Website, our maximum liability arising out of any Booking for the supply of a service to you under this contract with Hello Marilyn, will be limited.


7. Privacy

I We at Hello Marilyn will respect your privacy at all times. The personal information that you give us is held with care and security. We do not sell, rent or transfer this information to third parties for any reason.

II Our Home Executives will at all times respect the privacy of your home whilst fulfilling the Contract.


8. Insurance

I Hello Marilyn is fully insured for Public Liability Insurance.


9. Copyright and Trademarks

II Copyright and trademarks used on this website are owned completely by Hello Marilyn. You may not copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content without the written consent of the owner.