Terms & Conditions
Terms & Conditions
1 Intro & Acceptance of Terms
Sorted by Heidi is a sole trader
Booking and using this service means clients agree to Sorted by Heidi’s terms and conditions
2 Description of Service
Sorted by Heidi provides flexible, practical support tailored to the individual needs of each client. Services may include:
Home Support
Decluttering and organising
Storage solutions and practical organisation
Moving home support, including sorting, packing and organising
Home projects, including researching, sourcing and coordinating tradespeople and suppliers
Life Support
Life admin and practical everyday support
Errands and sourcing
Gift sourcing and organisation
Planning and coordinating special occasions
Holiday and travel research, planning and organisation
Researching and sourcing services, activities and other practical support
Business Support
Practical business and administrative support
Organisation of paperwork, spaces, resources and systems
Research, sourcing and project coordination
Business premises projects, including coordinating suppliers and tradespeople
Event planning and coordination
Services are tailored to the client and the agreed scope of work will be confirmed before work begins.
Sorted by Heidi does not provide legal, financial or medical advice.
3 Client Responsibilities
To help Sorted by Heidi provide the agreed service safely and effectively, clients are responsible for:
Providing accurate and complete information relevant to the service and responding to requests for information or decisions within a reasonable timeframe.
Providing safe and reasonable access to any home, business premises or other location where services are being carried out.
Informing Sorted by Heidi of any known hazards, access issues or other circumstances that may affect the safe delivery of the service.
Making the final decisions about their belongings, including what should be kept, donated, sold, recycled or disposed of during decluttering and organising work.
Providing any decisions, approvals or permissions reasonably required for Sorted by Heidi to carry out the agreed work.
Not asking Sorted by Heidi to undertake anything illegal, unsafe or outside the agreed scope of the service.
Approving purchases over £100 before they are made, unless a different spending limit has been agreed in writing in advance.
4 Bookings, Fees & Payment Terms
Following an initial free, no-obligation consultation, the agreed service, costs and any relevant payment arrangements will be confirmed with the client in writing. The client will also be provided with Sorted by Heidi’s Terms & Conditions and any information or forms required before work begins.
A booking is confirmed once the required information has been received, the client has agreed to the Terms & Conditions and any required deposit or advance payment has been made.
Payment should preferably be made by bank transfer using the payment details and reference provided. Cash may be accepted by prior agreement.
For one-off services, a £50 deposit is required to secure the agreed date, with the remaining balance due on completion of the work, unless otherwise agreed in writing.
For regular ongoing support, payment is due on the 1st of each month for the month ahead, unless a different payment arrangement has been agreed in writing.
Any additional work outside the originally agreed scope will be discussed and approved by the client before being undertaken. Any resulting additional charges will be invoiced and payment will be due within 5 working days.
Where Sorted by Heidi is asked to purchase goods or services on a client’s behalf, the client will agree an appropriate spending limit in advance. Purchases above this agreed limit will require the client’s approval before being made.
The cost of goods, services or other expenses purchased on the client’s behalf must normally be paid by the client in advance, unless otherwise agreed in writing.
Any additional expenses associated with providing the service, such as agreed purchases, delivery charges, parking or other third-party costs, will be discussed with the client where applicable and clearly identified.
Invoices should be paid by the due date shown on the invoice. If payment is not received when due, Sorted by Heidi reserves the right to pause or postpone further work until the outstanding balance has been paid.
Nothing in these Terms & Conditions affects a client's statutory consumer rights, including any applicable right to cancel a distance or off-premises contract.
For regular ongoing support, clients may cancel their arrangement by giving one full month's notice in writing. Services and payments will continue during the notice period unless otherwise agreed.
For one-off appointments, clients may reschedule free of charge where at least 7 days' notice is provided. Normally, one free reschedule is permitted per booking.
Where less than 7 days' notice is given, Sorted by Heidi reserves the right to retain some or all of the booking deposit to cover losses reasonably incurred as a result of the cancellation.
Where an appointment is cancelled or rescheduled with less than 48 hours' notice, a cancellation charge of up to 50% of the agreed service fee may apply where this reasonably reflects the loss incurred as a result of the late cancellation.
Where a client cancels after work on a service or project has begun, the client will be responsible for payment for work already completed and any agreed costs or expenses already incurred, subject to their statutory rights.
Clients remain responsible for any non-refundable costs, cancellation charges or other amounts properly due to third-party suppliers arising from bookings or purchases made on their behalf and with their authority, subject to the third party's own terms and conditions.
Where goods have already been purchased on the client's behalf with the client's approval or within an agreed spending limit, any return or refund will be subject to the retailer or supplier's applicable returns policy and the client's statutory rights. If the client asks Sorted by Heidi to arrange a return on their behalf, the time involved may be chargeable at the agreed rate.
If Sorted by Heidi needs to cancel or reschedule an appointment, as much notice as reasonably possible will be given. Any payment relating to services that cannot subsequently be provided will be refunded.
Refunds will not normally be provided for services that have already been properly completed, without affecting any statutory rights the client may have where a service has not been provided with reasonable care and skill or as agreed.
6 Scope limits & decision authority
Sorted by Heidi will provide services within the agreed scope of work and in accordance with the client's instructions and agreed preferences.
The client remains responsible for all final decisions relating to their home, belongings, purchases, bookings, business or other matters on which Sorted by Heidi is providing support.
During decluttering and organising work, the client is responsible for deciding which items are kept, donated, sold, recycled or disposed of.
Sorted by Heidi will not be responsible for a client's decision to dispose of or part with an item where this has been done with the client's agreement.
Any purchases made on the client's behalf will be subject to the agreed spending authority set out in these Terms or otherwise agreed in writing.
7 Property, valuables & damage
Clients are responsible for identifying and, where appropriate, safely storing particularly valuable, fragile, sentimental or irreplaceable items before work begins.
Clients should inform Sorted by Heidi of any items requiring particular care or any known existing damage to property or belongings.
Sorted by Heidi will take reasonable care when working in a client's home, business premises or with their belongings.
Sorted by Heidi will not be responsible for pre-existing damage, normal wear and tear, or loss or damage arising from a client's instructions or decisions, except where liability cannot lawfully be excluded.
Sorted by Heidi holds public liability insurance appropriate to the services provided.
8 Health, safety & access
Clients are responsible for providing safe and reasonable access to any home, business premises or other location where Sorted by Heidi is carrying out work.
Clients must inform Sorted by Heidi in advance of any known hazards, access difficulties or other circumstances that could affect health and safety.
Sorted by Heidi reserves the right to refuse, pause or stop work where an environment or task is considered unsafe or presents an unreasonable health or safety risk.
Pets should be appropriately secured where necessary to allow work to be carried out safely.
Sorted by Heidi will not undertake heavy lifting or any other physical task that cannot reasonably and safely be carried out.
9 Confidentiality & Privacy
Sorted by Heidi will treat clients' personal information and circumstances with care, discretion and confidentiality.
Personal information will only be collected, used and stored where necessary for providing the agreed services or meeting legal and business obligations.
Client information will not be shared with tradespeople, suppliers or other third parties without the client's permission, except where required by law.
Where a client authorises Sorted by Heidi to liaise with a third party on their behalf, only the information reasonably necessary for that purpose will be shared.
Further information about how personal information is collected, used and stored can be found in Sorted by Heidi's Privacy Notice.
10 Use of photos & testimonials
Sorted by Heidi may ask for permission to take photographs before, during or after work, for example to record progress or show a before-and-after transformation.
Permission to take photographs and permission to publish or share photographs will be requested separately where appropriate.
Photographs will only be used on Sorted by Heidi's website, social media or other marketing materials with the client's permission.
Clients are under no obligation to agree to photographs being taken or used, and choosing not to give permission will not affect the service they receive.
Where a client provides a testimonial or review, permission will be sought before using it in Sorted by Heidi's marketing materials where required.
Clients may ask Sorted by Heidi to stop using photographs or testimonials in future marketing, where reasonably possible and subject to any materials already published or produced.
11 Third party suppliers & service providers
Where requested, Sorted by Heidi may research, source, recommend or help coordinate third-party suppliers and service providers, such as tradespeople, venues, travel providers or other businesses.
Unless specifically agreed otherwise in writing, any contract for goods or services provided by a third party is between the client and that third party.
The client is responsible for reviewing and agreeing the third party's prices, terms and conditions, cancellation arrangements, insurance and payment requirements before entering into an agreement.
Sorted by Heidi will take reasonable care when researching or sourcing third parties but cannot guarantee their availability, pricing, workmanship, performance or the quality of the goods or services they provide.
Any concerns or disputes relating to a third party's goods or services should normally be raised directly with that third party.
Sorted by Heidi may communicate or coordinate with a third party on the client's behalf where the client has authorised this.
12 Limitations of liability
Sorted by Heidi will take reasonable care and skill when providing all agreed services.
Sorted by Heidi will not be responsible for loss or damage arising from inaccurate or incomplete information provided by the client, decisions or instructions made by the client, or circumstances outside Sorted by Heidi’s reasonable control.
Where Sorted by Heidi researches, sources or coordinates a third-party supplier or service provider, that third party remains responsible for the goods or services they provide, as set out in Section 11.
Sorted by Heidi will not be responsible for indirect or consequential losses that could not reasonably have been anticipated when the service was agreed.
Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.
Nothing in these Terms & Conditions affects the client’s statutory rights.
13 Ending a Service
Clients may end a service in accordance with the cancellation and notice arrangements set out in Section 5.
Sorted by Heidi reserves the right to pause or end a service where there is non-payment, abusive or inappropriate behaviour, unsafe working conditions, or a persistent failure to provide the information, access, decisions or communication reasonably required to carry out the agreed service.
Where reasonably possible, Sorted by Heidi will discuss any concerns with the client and provide an opportunity to resolve them before ending the service.
Where a service ends, the client remains responsible for payment for work already completed and any agreed costs or expenses already incurred, subject to the client’s statutory rights.
14 Changes to these Terms
Sorted by Heidi may update these Terms & Conditions from time to time to reflect changes to services, business practices or legal requirements.
The Terms & Conditions applicable to a booking will normally be those provided to the client when the service is agreed.
Where changes affect an ongoing service, clients will be notified of any relevant changes in writing before they take effect.
Any changes will not affect rights or obligations that have already arisen unless agreed with the client or required by law.
15 Complaints & Dispute Resolution
Sorted by Heidi aims to provide all services with care, professionalism and clear communication. If a client is unhappy with any aspect of the service, they are encouraged to raise the matter as soon as possible so there is an opportunity to put things right.
Formal complaints should be sent by email to hello@sortedbyheidi.co.uk, including relevant details of the issue.
Complaints will be acknowledged and a response provided within 10 working days, wherever reasonably possible.
Both Sorted by Heidi and the client agree to make reasonable efforts to resolve any complaint or dispute informally in the first instance.
These Terms & Conditions are governed by the laws of Scotland. Nothing in these Terms affects any statutory rights or rights a consumer may have regarding where legal proceedings may be brought.
Where the law provides a client with a statutory right to cancel a contract, including certain contracts agreed at a distance or away from business premises, those rights will apply in addition to the cancellation arrangements set out in these Terms & Conditions.
Where applicable, a consumer will normally have 14 days from the day after the contract is entered into to cancel without giving a reason.
To exercise this right, the client should clearly inform Sorted by Heidi of their decision to cancel. This can be done by email to hello@sortedbyheidi.co.uk.
If a client would like Sorted by Heidi to begin providing services during the 14-day cancellation period, the client will be asked to expressly request that the work begins early.
If the client requests that work begins during the cancellation period and then cancels before the service has been completed, the client may be required to pay a reasonable amount for the services already provided up to the point of cancellation, as permitted by law.
Where a service has been fully completed during the cancellation period following the client's express request to begin early, the client may lose their statutory right to cancel once the service has been fully performed, provided the required acknowledgement has been given.
Nothing in these Terms & Conditions limits or removes any statutory cancellation rights available to the client.
1 Introduction
Sorted by Heidi is committed to respecting and protecting your privacy.
This Privacy Notice explains what personal information I may collect about you, why I need it, how I use and protect it, who it may be shared with and the rights you have in relation to your information.
Sorted by Heidi is a sole trader providing practical Home, Life and Business support. Personal information will only be collected and used where it is necessary for providing services, managing the business or meeting legal obligations.
For any questions about this Privacy Notice or how your personal information is handled, please contact:
Sorted by Heidi - hello@sortedbyheidi.co.uk
2 Information I May Collect
Depending on the service you ask me to provide, I may collect and use information such as:
Your name and contact details, including email address and telephone number.
Your home or business address where this is needed to provide the service.
Information about your household, home, business or circumstances that is relevant to the support you have requested.
Your preferences, schedules and service requirements.
Information relating to projects, appointments, events, travel, holidays or house moves where I am helping you organise or coordinate them.
Information required to research, source or communicate with tradespeople, suppliers or other third parties on your behalf.
Payment, invoicing and transaction information.
Emails, messages, forms and other communications between you and Sorted by Heidi.
Photographs where you have given appropriate permission for them to be taken.
Testimonials or reviews you choose to provide.
Health, disability or other sensitive information that you choose to share where it is relevant to the support you have asked me to provide.
I will only ask for personal information that is relevant and reasonably necessary for the service I am providing.
3 How I collect Your Information
I may collect personal information:
Directly from you when you contact me by email, telephone, message, social media or through my website.
When you make an enquiry, book a service or complete a client information form or other document.
During telephone, virtual or in-person consultations, appointments and visits.
During the course of providing agreed Home, Life or Business support.
From third parties where you have authorised me to communicate or work with them on your behalf.
When you provide a review, testimonial, photograph or other feedback.
Where information is obtained from someone other than you, I will only use it where there is an appropriate reason for doing so and in accordance with applicable data protection law.
4 How I Use Your Information
I may use your personal information to:
Respond to enquiries and discuss how I may be able to help.
Arrange, deliver and manage the services you have requested.
Communicate with you and act on your instructions.
Personalise my support to your individual circumstances and needs.
Research, source, book or coordinate goods, services, tradespeople or other third parties where you have asked me to do so.
Manage appointments, projects, events, travel arrangements or other tasks I am supporting you with.
Prepare contracts, quotations and other service documentation.
Process payments, deposits, expenses and invoices and maintain appropriate financial records.
Maintain appropriate client and business records.
Deal with questions, feedback or complaints.
Protect my business and establish, exercise or defend legal claims where necessary.
Meet legal, tax, accounting, insurance and other regulatory obligations.
I will not use your personal information for purposes that are incompatible with the reason it was originally collected unless I have a lawful reason to do so.
5 Sharing of Information with Third Parties
To provide the services you have requested, I may need to share relevant personal information with third parties. Depending on the service, these may include:
Tradespeople, home service providers and other suppliers.
Leisure, activity and service providers.
Travel and accommodation providers.
Event venues, caterers and other event suppliers.
Delivery, removal or storage providers.
Payment providers and financial institutions where applicable.
Professional advisers, such as accountants, insurers or legal advisers.
Service providers I use to operate and administer Sorted by Heidi, where appropriate.
Where I am arranging or coordinating something on your behalf, I will only share information with a third party where you have authorised me to do so or where it is otherwise necessary and lawful for providing the agreed service.
I will only share the personal information reasonably necessary for the particular purpose.
I may also disclose information where required by law or where necessary to establish, exercise or defend legal rights.
I do not sell, rent or trade your personal information.
6 Data Security
I take appropriate technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, loss or misuse.
These measures may include appropriate password protection and device security, limiting access to personal information, securely storing client records and taking reasonable care when sharing information with authorised third parties.
While no method of storing or transmitting information can be guaranteed to be completely secure, I take reasonable steps to protect the personal information entrusted to me.
7 Data Retention
I will only keep personal information for as long as it is reasonably necessary for the purpose for which it was collected, or where I am required to retain it for legal, tax, accounting, insurance or other legitimate business purposes.
How long information is retained will depend on the type of information and why it is held. I will periodically review the personal information I hold and securely delete or anonymise information that is no longer required.
Where information needs to be retained to meet a legal or regulatory obligation, it may be kept for the period required by law.
8 Lawful Basis for Processing
Under UK data protection law, I must have a lawful basis for using personal information. Depending on the circumstances, I may rely on:
Contract — where processing your information is necessary to respond to a request before entering into a contract or to provide the services you have agreed with Sorted by Heidi.
Legitimate interests — where it is reasonably necessary to operate, administer and protect my business or provide an effective service, provided those interests are not overridden by your rights and interests.
Legal obligation — where I need to process or retain information to comply with a legal requirement, such as tax or accounting obligations.
Consent — where I have specifically asked for your permission to use information for a particular purpose and consent is the appropriate lawful basis.
In some circumstances, you may choose to share information about your health, disability or other special category information where this is relevant to the support you would like me to provide.
Where I need to use special category information, I will identify both an appropriate lawful basis and an additional condition for processing that information as required by data protection law. Where I rely on your explicit consent, I will make clear what information I am asking to use and why, and you may withdraw that consent at any time.
9 Your Data Protection Rights
Depending on the circumstances and the lawful basis being used, you may have the right to:
Access the personal information I hold about you and request a copy of it.
Correct personal information that is inaccurate or incomplete.
Request deletion of your personal information in certain circumstances.
Request restriction of how your personal information is used in certain circumstances.
Request data portability where this right applies.
Withdraw your consent at any time where I am relying on consent to use your information. Withdrawing consent will not affect processing that took place before consent was withdrawn.
You may have the right to object to the way I use your personal information, particularly where I am relying on legitimate interests as my lawful basis. If you object, I will consider your request in accordance with applicable data protection law.
To exercise any of these rights, please contact me at hello@sortedbyheidi.co.uk
10 Updates to this Privacy Notice
I may update this Privacy Notice from time to time to reflect changes to my services, business practices or legal requirements.
The most up-to-date version will be available on the Sorted by Heidi website. Where appropriate, I will let clients know about any significant changes that affect how their personal information is used.
If you have any questions about this Privacy Notice or how your personal information is handled, please contact:
Sorted by Heidi - Email: hello@sortedbyheidi.co.uk
Last updated: September 2026