Services Terms and Conditions
Last updated on 18th September 2020.
Important notice about your contract
Maid in the UK Ltd acts as an introductory agent for a range of service providers and is authorised by such service providers to enter into contracts with you on their behalf. Maid in the UK Ltd will do this by taking your booking enquiry and allocating the booking to an appropriate service provider. Once Maid in the UK Ltd indicates acceptance of your booking request by sending you confirmation of the service provider, a contract will come into existence between you and the service provider on the terms set out below. Please note that your contract is with the service provider and not Maid in the UK Ltd and responsibility for the provision of the services rests solely with the service provider. Please read these terms and conditions carefully as they will be legally binding on you once you enter into a contract with a service provider. Your attention is drawn to clauses below which set out the limitations on the service provider's liability to you.
1.1 When the following words with capital letters are used in these Terms, this is what they will mean: 1.1.1 Maid in the UK Ltd : Maid in the UK Ltd is an agency registered in England under registered company number 12441706 whose registered office is located at 2 Cobden Court, Wimpole Close, Bromley BR2 9JF
1.2 Consumer: an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession;
1.3 Consumer Contracts Regulations: the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (2013/3134), as may be amended from time to time;
1.4 Customer Equipment: all domestic cleaning materials and equipment required for the performance of cleaning services, including without limitation cleaning fluids and sprays, cloths and other applicators, brooms, mops, buckets, vacuum cleaners, ironing boards and other standard domestic cleaning appliances;
1.5 Event Outside the Provider's Control: is defined in clause 13
1.6 First Confirmation Email: the email sent to you by Maid in the UK Ltd following your initial booking enquiry, attaching a copy of these Terms and setting out the details of the Services you have requested, the estimated timescales and costs involved and other key information relating to the provision of the Services; and the identity of the provider who will provide the services.
1.7 Materials: means any materials, goods, parts or items the Provider needs to buy necessarily in order to perform the Services, as may be set out in the First Confirmation Email;
1.8 Provider: the Maid in the UK Services provider allocated to provide the Services to you;
1.9 Provider Equipment: any cleaning materials and equipment to be provided by the Provider as may be specified in the First Confirmation Email;
1.10 Cancellation Charge: (i) for cleaning services, the price of the Services, or (ii) for all other services, the lower of £50 or a sum equivalent to 50% of the price of the Services, to cover the Provider's out of pocket expenses in relation to the late cancellation of the Services by you;
1.1.14 Working Days: Monday to Saturday each week, between 9am and 5pm, excluding Christmas Holidays from 21st December to 4th January.
2. YOUR CONTRACT WITH THE PROVIDER
2.1 These Terms are the terms and conditions on which the Provider carries out the Services for you. Please ensure that you read them carefully.
2.2 If you are a Consumer, your contract with the Provider will be formed in the following way:
2.2.1 When you make a booking enquiry by telephone or email, or through the booking enquiry form on Maid in the UK Ltd 's website or mobile app, you will be required to acknowledge that you have read and understood these Terms.
2.2.2 Maid in the UK Ltd will then provide you with a non-binding estimate based on the information you have provided. If you choose to proceed with the booking, your request to provide the Services will constitute an offer.
2.2.3 Maid in the UK Ltd will then send you the First Confirmation Email setting out the price and other details of your booking and providing a copy of these Terms for your records. The First Confirmation Email constitutes the acceptance of your offer. Your contract with the Provider will then come into force and these Terms will be binding.
2.2.4 At any time up to the day before your appointment, Maid in the UK Ltd will send you the Second Confirmation Email to reconfirm your booking.
2.3 If you are a business customer, and not a Consumer, your contract with the Provider will be formed in the following way:
2.3.1 When you make a booking enquiry by telephone or through the booking enquiry form on Maid in the UK Ltd 's website or mobile app, you will be required to acknowledge that you have read and understood these Terms.
2.3.2 Maid in the UK Ltd will then provide a non-binding estimate based on the information you have provided. If you choose to proceed with the booking, your request to provide the Services will constitute an offer.
2.3.3 Maid in the UK Ltd will, as agent, indicate its acceptance of your offer on behalf of the Provider by sending you the First Confirmation Email confirming the price and other details of your booking and providing a copy of these Terms for you to retain for your records. At that point, your contract with the Provider will come into force and these Terms will be binding on you.
2.3.4 At any time up to the day before your appointment, Maid in the UK Ltd will send you the Second Confirmation Email to remind you about your booking.
2.4 For the avoidance of doubt, Maid in the UK Ltd acts as an introductory agent for the Provider and is authorised by the Provider to enter into a contract with you on its behalf. Your contract is with the Provider and responsibility for the provision of the Services is the Provider's alone. You agree that Maid in the UK Ltd takes no responsibility (directly or indirectly) and incurs no liability of any kind for the provision of the Services by the Provider.
2.7 If you wish to cancel the Services, please see your right, and the procedure for doing so, in clause 11.
3. PROVIDING SERVICES
3.1 The Provider will supply the Services to you.
3.2 The Provider will make every effort to provide the Services in accordance with the timescales set out in the First Confirmation Email. However, there may be delays due to an Event Outside the Provider's Control. See clause 12 for the Provider's responsibilities when an Event Outside the Provider's Control happens.
3.3 The Provider will provide any Provider Equipment that will be set out in the First Confirmation Email and ensure that it is in good working order.
3.4 For services excluding regular Domestic Cleaning, the Provider will provide the Materials that may be set out in the First Confirmation Email.
8. 3.5 The Provider will provide you with the Services:
3.5.1 using reasonable care and skill;
3.5.2 in compliance with commonly accepted practices and standards in the relevant industry or trade; and
3.5.3 in compliance with all applicable laws and regulations (including employment laws) in force at the time of providing the Services.
3.6 The Provider may sub-contract or delegate some or all of the performance of the Services but it will still continue to be responsible for the performance of the Services and its obligations under the contract.
3.7 In the case of regular services, the Provider does not guarantee that the Services will always be performed by the same individual(s), as the availability of any individual will fluctuate from time to time and an individual may cease to be available altogether at any time. The Provider shall be under no obligation to comply with any request to allocate any particular individual(s) to perform the Services.
3.8 We have a £2m public liability insurance policy underwritten by a leading insurer. There are excesses of at least £250, depending on the specific type of claim, which will be at your cost.
3.8.1 For services relating to Carpet cleaning, End of Tenancy Cleaning, Window Cleaning, Gardening, those services might be performed by our trust partners that have partnered with Maid in the UK Limited. Those partners join with us and provide their own insurance.
3.8.4 This policy is only able to cover extreme circumstances, for example, serious injury to the Provider or severe damage to property such as fire.
4. YOUR OBLIGATIONS
4.1 You will provide, on request, any information that the Provider reasonably requires to enable the Provider to provide the Services, for example, information relating to the size, measurements or layout of or access to your property. Maid in the UK Ltd will contact you about this. If any information you provide is incomplete or incorrect, the Provider may make an additional charge of a reasonable sum to cover any extra work that is required. Any additional charges will be agreed with you in advance.
4 4.2 If the Services are cleaning services, you will provide a list of cleaning tasks you require to be carried out, either to Maid in the UK Ltd at the time of your initial booking enquiry or to the Provider on its arrival at your property. You will also provide full details of any items which require specialist or non-standard care or cleaning products at the time of the original booking enquiry. The Provider shall be under no obligation to provide such specialist or non-standard care or cleaning products unless expressly agreed at the time you make the booking.
4.3 You will put out of sight and secure all sentimental/ fragile/highly breakable/ items
4.4 If the Services relate to Carpet Cleaning, the Provider will provide you with clear instructions on what needs to be done by you prior to and after the Provider carries out the Service. You must comply with the Provider's instructions, otherwise the Provider may be unable to carry out the Service at the appointed time. The instructions may require you to vacate your property temporarily during and following the completion of the Service and the Provider will not be responsible for you failure to comply with those instructions.
4.5 Where performance of the Services requires access to your property, you will allow the Provider to gain access to your property at the agreed dates and times when the Provider will perform the Services. If keys are provided, they must open and close all locks without special effort or skill. If the property is protected by an alarm, you must provide full details of how to disable and reset it. You agree to notify Maid in the UK Ltd if you provide the Provider with keys to your property. If you require the return of any keys on completion or cancellation of the Services, you must give reasonable notice of this request to Maid in the UK Ltd or the Provider prior to completion or cancellation. You will have the option either to collect the keys from Maid in the UK’s office or the Provider’s office (as applicable) or to make arrangements with Maid in the UK Ltd for the return of the keys by unregistered first class post for a fee of £15 to cover postage and administration.
4.6 You will be responsible (at your own cost) for providing a running water supply and electricity from normal 220/240 volt 3-pin sockets at the property where the Services are to be carried out. You will also allow the Provider to use your toilet and washing facilities. 4.7 You will be responsible (at your own cost) for obtaining all necessary planning, landlord or other consents, permissions and approvals before the Provider starts performing the Services and shall provide a copy to the Provider if reasonably requested to do so.
4.8 You will be responsible (at your own cost) for preparing your property for the supply of the Services including, where necessary, making safe any appliances or equipment at the property (such as Aga ovens) and removing (if you are able to) any items from the areas in the property where the Provider will be performing the Services by the date or time when the Provider is due to start performing the Services.
4.9 You will be responsible (at your own cost) for covering any items, furniture or fixtures or fittings which you will not be moving from the areas at the property where the Provider will be working in order to protect them from dust or dirt. You will also be responsible for securing or removing any valuables, breakables or sentimental items prior to the start of the Services.
4.10 You will be responsible (at your own cost) for providing or arranging a suitable car parking space (and visitor parking permit, if required) for the Provider's vehicles within close proximity to the property and for paying any congestion charge payable by the Provider in connection with the provision of the Services to you.
4.11 Where the provision of the Services cannot be completed in a single day, you will allow the Provider to leave its tools and any Materials at your property overnight or at any other times when it is not performing the Services.
4.12 You will be responsible (at your own cost) for providing the Customer Equipment and ensuring that it is safe and in good working order.
4.13 You must inform Maid in the UK Ltd prior to the start of the Services if there will be any animals present at your property whilst the Provider is on site and to ensure (at your own cost) that such animals are adequately secured and cared for. You must ensure that there are no unaccompanied children at the property whilst the Provider is on site. Under no circumstances shall the Provider accept any responsibility for the care of any children or animals at the property.
4.14 You will ensure that you have adequate buildings and contents insurance and occupier's liability insurance in place and will provide a copy to the Provider if reasonably requested to do so.
4.15 Unless agreed otherwise in writing, you will be solely responsible for the removal of all waste materials from your property following completion of the Services.
4.15 If you do not comply with or fulfil your obligations under this clause 4, the Provider may be prevented from performing the Services. If so, such failure will constitute an Event Outside the Provider's Control and entitle the Provider to suspend the Services in accordance with clause 12 or cancel them in accordance with clause 14. If the Provider is prevented from performing the Services at the time agreed, or at all, as a result of your failure to fulfil your obligations under this clause 4, you agree to pay the Cancellation Charge (subject to any cancellation rights you may have as a Consumer under clause 13.1).
5. SITE VISITS
5.1 Some of the services the Provider offers may require a site visit to be carried out prior to the provision of such services. Services which might require a site visit include landscaping and gardening services, handyman services, but a site visit may also be necessary for other services depending on the information you provide at the time of making a booking.
5.2 If such a site visit is required, Maid in the UK Ltd will let you know when you make a booking and will arrange a mutually convenient time for the Provider to visit your property or other location where the Services are to be performed.
5.3 If a site visit is required, a fee will be payable at the time of making the booking to cover the Provider's expenses of carrying out the site visit. The fee will be between £10 and £65 plus VAT, 6 depending on the Service required, and this will be agreed with you at the time of booking the site visit.
5.4 A site visit may be undertaken on the same day as the Services are to be carried out, but in any case the site visit shall constitute a Service in its own right, separate from the Services to which the site visit relates. If the Provider attends your property to undertake the site visit at the agreed time and date but is unable to gain access, or you cancel the Services after the Provider’s arrival, then in accordance with clause 13.1.7 the Provider shall be entitled to retain a reasonable proportion of the site visit fee to cover the Provider’s expenses for having attended your property.
5.5 If you are a Consumer and you require the Services to be carried out (see clause 13.1).
6. CHANGES TO THESE TERMS
6.1 These Terms may be amended by Maid in the UK Ltd from time to time in its sole discretion. By way of example only, this may be necessary to:
6.1.1 reflect changes in how Maid in the UK ltd accepts payment from you;
6.1.2 reflect operational changes to the provision of the Services;
6.1.3 correct an obvious error;
6.1.4 reflect changes in rates and/or prices as permitted by clause
9.11; and 6.1.5 comply with changes in relevant laws and regulatory requirements.
6.2 If these Terms need to be amended by Maid in the UK Ltd for any reason, Maid in the UK Ltd will give you notice of any changes before they take effect. If you object to the changes, you can choose to cancel the Services in accordance with clause 13. 6.3 Except as set out in this clause 6, no change to these Terms shall be effective unless it is in agreed in writing by Maid in the UK Ltd in advance.
7. IF THERE IS A PROBLEM WITH THE SERVICES
7.1 In the unlikely event that the Services have not been provided in accordance with the contract:
7.1.1 Please contact Maid in the UK Ltd and explain the problem as soon as reasonably possible and in any case within the period of 72 hours following discovery of the problem. Please see here for Damage Policy.
7.1.2 Please give Maid in the UK Ltd a reasonable opportunity to investigate the problem and, if the Provider was at fault, arrange for the Provider to correct, repair or fix any defect; and
7 7.1.3 the Provider will use every effort to correct, repair or fix defects as soon as reasonably practicable if such problems or defects are found to have been caused by the Provider. You will not have to pay for the Provider to correct, repair or fix a defect with the Services under this clause
7.1. If it is impossible for the Provider to remedy the problem, or the Provider fails to put things right within a reasonable time, then you will be entitled to a reasonable reduction in the price of the Services.
7.2 For the avoidance of doubt, the Provider shall have no responsibility or liability under clause 7.1 in relation to any of the following:
7.2.1 your failure to notify Maid in the UK Ltd of any defect with the Services within the period of 72 hours following your discovery of such defect;
7.2.2 disruption to the Services or damage to your property or belongings caused by third parties who are present on site during the performance of the Services by the Provider;
7.2.3 damage or defects caused by your negligence, wilful act or faulty workmanship, or that of any third party engaged or authorised by you to carry out any work for you;
7.2.4 damage to your garden and/or any vegetation on your property where the Provider has followed your instructions regarding the care and treatment of such garden and/or vegetation;
7.2.5 damage to your property caused by waste left behind following completion of the Services, save where the same has been caused by the Provider’s negligence or failure to exercise reasonable care and skill;
7.2.6 damage to items which require specialist or non-standard care or cleaning products where the Provider's attention has not be specifically drawn to such requirements or where the Provider has followed incorrect care instructions provided by you;
7.2.7 pre-existing wear and tear, damage, defects or faults in your property, its contents or your belongings;
7.2.8 stains, burns, ingrained dirt and other marks which cannot be removed with industry standard cleaning methods and materials;
7.2.9 shrinkage of carpets where such shrinkage is caused by the poor fitting of such carpets;
7.2.10 your failure to allow carpets to dry adequately before replacing furniture;
7.2.11 wear or discolouration of fabric which becomes more apparent as a result of cleaning.
7.2.12 Maid in the UK ltd will not be responsible or financially liable for any problems that occur with our providers for services such as Carpet Cleaning, Moving in cleaning, End of Tenancy, Gardening, Window and Upholstery cleaning.
8.1 At the time the Provider performs the Services, it may not have all the Materials it needs to perform the Services. This may be for a number of reasons such as:
8.1.1 the need for the particular Materials may only be revealed when the Provider starts performing the Services;
8.1.2 the condition of an item or the area which is the subject of the Services may only become apparent when the Provider starts performing the Services and it was not reasonably possible to establish it until that point.
8.2 In such cases the Provider may need to purchase Materials. If the Materials are available from a local supplier then the Provider will travel to the supplier and purchase the Materials and return to continue performing the Services. The Provider normally charges for the travel time at its standard charging rate, as may be notified to you from time to time. If you are a Consumer, any additional charges will be agreed with you in advance. If you are not a Consumer, the Provider will seek your prior consent to any additional charges if the travel time is likely to be more than an hour.
8.3 If the Materials are not available from a local supplier, the Provider normally orders the Materials and returns on another occasion to continue to perform the Services. The Provider will not charge you for any time spent in obtaining Materials if it has bought or ordered the wrong Materials. In such circumstances it will normally charge for the time spent in making telephone calls to suppliers or its office to locate the required Materials. If you are a Consumer, any additional charges will be agreed with you in advance.
8.4 Where the Provider needs to buy Materials in order to perform the Services, you will pay for them in accordance with the payment terms set out in the First Confirmation Email. If the Provider needs to purchase additional materials which are not already set out in the First Confirmation Email, it will agree this with you in advance and will either require you to pay for them at the time it needs to buy them or, at its option, arrange for Maid in the UK to invoice you for the additional materials, in which case payment will be due within seven days of the date of the invoice. Until the Materials have been paid for in full (including any applicable delivery charges notified to you), the Provider shall own the Materials.
8.5 Where the Provider purchases Materials, you will examine them as soon as you reasonably can after delivery and/or installation.
8.6 Some materials, when they are manufactured or made, have inherent imperfections or variations. The Provider will not be in breach of its obligations to provide you with goods which are of satisfactory quality, or comply with any description or that are fit for their purpose where there is an inherent imperfection or variation caused by or due to their making or manufacture or construction.
8.7 Any Materials purchased or used in performing the Services will be new and of satisfactory quality and fit for the purpose of being used in connection with the type of services being provided.
8.8 If you wish to supply any materials or goods, then the Provider will not be liable as regards whether they are of satisfactory quality or fit for the purpose for which they are to be used.
8.9 If you have any particular or special purpose for, or for the use of, the Materials please let the Provider know before it starts using the Materials. Preferably you should let the Provider know about such purpose in writing.
8.10 If the amount of Materials the Provider uses is less than the amount originally specified, on completion of the Services the Provider will leave the excess Materials at the property. If you wish the Provider to remove these excess Materials please let the Provider know. The Provider will need at least two Working Days before the date of the completion of the Services if the Provider is to remove them.
9.1 The price of Domestic Cleaning Services will be as quoted on our Website, all other services might be quoted over the phone if more information is required and confirmed in an email if necessary.
9.1.1 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Visit Confirmation.
9.2 Every effort has been made on this Website to ensure that making a Booking is secure. We cannot be responsible for fraudulent use on our Website of a lost payment card.
9.3 You must maintain a valid payment card with us. You must inform us immediately if your payment card details are no longer valid.
9.4 You authorise us to seek pre-authorisation fee of £1 on your payment card, which is refunded back at the end of the your session. You also authorise us to charge your payment card in full on the day of the scheduled Booking or after the scheduled Booking for Domestic cleaning services.
9.5 If any amount due by you is unpaid after the day of the scheduled Booking, we may charge a £10 administration fee and interest each month.
9.6 A promotional code, gift card or voucher may only be used by new customers. Offer can only be redeemed once per household. Offer can only be redeemed once per customer. Offer can only be redeemed against home cleaning services (no add-on services), unless otherwise stated. Offer can only be redeemed against regular weekly or fortnightly cleans. Offers relating to a "First Clean" can be redeemed for a maximum of 3 hours. Other terms and conditions apply, including expiry. Please contact email@example.com for further details.
9.7 The only Payment forms accepted are Direct Debit, Debit/Credit Card including AMEX and Paid invoices on set dates.
9.8 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.
BOOKING CANCELLATION BY US
10.1 If you violate any of the Terms, your permission to use the Services and Website will automatically terminate.
10.11 We reserve the right to cancel any Booking without notice or cause.
BOOKING CANCELLATION BY YOU
11.1 You may cancel or reschedule a Booking until 16:00 the day before the Booking for free.
11.2 For cancellations after 16:00 the day before the Booking, or if your provider arrives for the clean and is unable to gain entry or start the clean, you will be charged the full price of the Booking.
EVENTS OUTSIDE OUR CONTROL
13.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
13.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock outs or other industrial action; civil commotion; riot; invasion; terrorist attack or threat of terrorist attack; war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; acts, decrees, legislation, regulations or restrictions of any government.
13.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
14.1 Intellectual property and right to use
14.1.1 Unless otherwise stated, the copyright and other intellectual property rights in the content on the Website are owned by us or our licensors. Any access or use of the Website for any reason other than your personal, non-commercial use is prohibited.
14.1.2 No part of the Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or Website without our prior written permission.
14.1.3 You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited.
14.1.4 You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
14.1.5 If you publish any content on our Website, such as reviews, comments, ratings, profiles or listings, you grant us a worldwide, perpetual, non-exclusive, royalty-free licence to copy, alter, adapt or display such Content on our Website.
14.2 Compliance with laws
The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
14.3 Written Communications
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
All notices given by you to us must be given to Maid in the UK limited at 2 Cobden Court, Wimpole Close, Bromley BR2 9JF. We may give notice to you at either the email or postal address you provide to us when making a Booking, or as specified above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.
TRANSFER OF RIGHTS AND OBLIGATIONS
15.1 The contract between you and us is binding on you and us and on our respective successors and assigns.
15.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.
15.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
If any part of these Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from these Terms and shall not affect the validity and enforceability of any of the remaining provisions of these Terms.
No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
15.6 Entire Agreement
These Terms and any document expressly referred to in them constitute the entire agreement between us with respect to the subject matter of any contract and supersedes any previous communications or agreements between us.
15.7 Our Right to Vary these Terms
We have the right to revise and amend these Terms from time to time. You will be subject to the policies and Terms in force at the time that you book Services from us. Please regularly check on our Website for new versions.
These Terms and the Contracts shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. Any dispute or claim arising out of or in connection with the Contracts or their formation (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15.9 Contact Information
We can be contacted by email at firstname.lastname@example.org and by post at 2 Cobden Court, Wimpole Close, Bromley BR2 9JF.