Terms of Service

1. Who we are and what these terms cover

HEART AND DAGGER SOUTHERN LTD provides household maintenance services, consisting of engineering systems care, cleaning solutions, small repairs, wood and furniture care, plant care and emergency callouts, to residential properties located in the United States. Our dispatch office is at 23a London Road WATERLOOVILLE PO7 7DT United Kingdom.

These terms apply to every visit, whether it was arranged by telephone, email or through a request form on this website. A written scope issued under these terms forms part of the agreement for that specific job. Where a written scope says something different from these terms, the written scope prevails for that job only.

2. Quotes, pricing and payment

Every job is priced before it begins. The price is set out as a list of items, each with its own cost, together with labour charged by the hour and the cost of materials. Starting prices published on this website are indicative and are confirmed in the written scope for your property.

The price on the approved scope is the price charged. If HEART AND DAGGER SOUTHERN LTD identifies additional work during a visit, it is not carried out until you have been told the additional cost and have agreed to it in writing or by recorded telephone confirmation.

Payment is due on completion of the visit unless the written scope states otherwise. HEART AND DAGGER SOUTHERN LTD accepts the payment methods set out on the written scope or on the invoice. Invoices are issued with the completion of work.

No deposit is taken at the time of booking. Where a client prefers to settle part of the cost in advance of a larger piece of work, the arrangement is recorded on the written scope.

3. Scheduling, access and cancellation

Standard visits are scheduled within one to three business days of confirmation of the written scope. Emergency callouts are dispatched within 60 minutes of confirmation of an emergency, at any hour of any day.

You agree to provide safe and reasonable access to the property and to the systems and areas covered by the scope, including access to panels, shut-off valves, attics, crawl spaces and plant rooms where the work requires it. Where access cannot be provided, HEART AND DAGGER SOUTHERN LTD may charge for the time spent on site.

Cancellation terms are the same as those in our Refund Policy:

• Cancel more than 24 hours before the visit and no charge is made.
• Cancel inside 24 hours of the visit and a $45 call-out fee applies, because the crew, the vehicle and the route have already been reserved. Emergency callouts are excluded from this rule and follow the emergency terms below.
• If HEART AND DAGGER SOUTHERN LTD cannot attend because of circumstances outside its control, no call-out fee is charged and the visit is rescheduled at no cost to you.

4. Emergency callouts

An emergency callout is one where delay would create a risk to the property, to health or to safety, such as an active leak, a loss of heating in freezing conditions, a live electrical fault or a door or lock failure that leaves a property unsecured.

The call-out rate for an emergency visit is $179 and is the same rate at any hour and on any day, including weekends and public holidays. Labour beyond the first hour is charged at $110 per hour. Materials are quoted on site before they are fitted.

Where an emergency visit requires temporary works to stabilise the situation, those works are treated as part of the call-out. Where a permanent repair requires a second visit, that visit is charged at $129 and is scheduled within two business days.

HEART AND DAGGER SOUTHERN LTD does not carry out work that requires a licence or trade qualification it does not hold. In those cases we will tell you on the phone and help you identify a suitable contractor.

5. Workmanship commitment

HEART AND DAGGER SOUTHERN LTD provides a two-year written workmanship commitment on the work carried out under an approved scope. If a completed item does not hold as described, contact the dispatch desk and we will return to the property and remedy it at no charge within the commitment period.

This commitment covers the workmanship and the materials we supplied. It does not cover damage caused after our visit by third parties, misuse, accidental damage, normal wear, frost or the failure of a component we did not supply or work on, or the consequences of work carried out by others on the same system.

6. Responsibilities while we are on site

Unless the written scope says otherwise, HEART AND DAGGER SOUTHERN LTD is responsible for protecting floors and surfaces, removing waste generated by the work, and leaving the area in a safe condition at the end of the visit. We are not responsible for damage caused by pre-existing conditions that we disclosed in writing before starting, or for damage caused by concealed conditions we could not reasonably have identified.

You agree to remove valuables and personal property from the working area, to secure pets before the visit and to provide access to pets on the property if they cannot be secured, and to tell us in advance about anything unusual in the property, including known asbestos-containing materials, lead paint or hazardous substances.

7. Estimates and photographs

Photographs taken before, during and after a visit form part of the record of the job. HEART AND DAGGER SOUTHERN LTD may use those photographs, together with readings and notes, to support a service record, an insurance claim made by you, or a complaint about the work. Where a photograph shows part of a property and not only the work area, HEART AND DAGGER SOUTHERN LTD will take reasonable care to limit what is visible in it.

8. Complaints

If something is not right, contact the dispatch desk on +1 (310) 488-7925 or write to idozulecux01@gmail.com. HEART AND DAGGER SOUTHERN LTD acknowledges complaints within two business days and will attend the property to investigate where the complaint relates to completed work. Where the complaint is upheld, the remedial work is carried out at no charge.

9. Liability

HEART AND DAGGER SOUTHERN LTD maintains insurance appropriate to the services provided. We are responsible for loss or damage caused to the property by our employees or by the work we carry out, up to the limits of that insurance. We are not liable for indirect or consequential loss, including loss of use, lost rental income, loss of business or the cost of alternative accommodation, except where such loss results from our gross negligence.

10. Governing law and jurisdiction

These terms and any dispute arising from them are governed by the laws of the State of California, without regard to its conflict of laws rules. The parties submit to the exclusive jurisdiction of the state and federal courts located in the State of California. If you are a resident of another state, HEART AND DAGGER SOUTHERN LTD will honour the mandatory consumer protections of that state to the extent they apply to the services provided, and disputes will be brought before the appropriate court in that state where the service was performed.

11. Changes

HEART AND DAGGER SOUTHERN LTD may update these terms from time to time. The version in force is the one published here on the date your visit is booked, and we will provide a copy of that version on request.

12. Contact

HEART AND DAGGER SOUTHERN LTD, dispatch office at 23a London Road WATERLOOVILLE PO7 7DT United Kingdom. Telephone +1 (310) 488-7925, email idozulecux01@gmail.com.

Related documents: Privacy Policy, Cookie Policy and Refund Policy. Last revised: January 2025.