Terms of use

We are Friends of Friends Limited (“we, us, our, FoF”) a company registered in England and Wales. Our company registration number is 09128409 and our registered office is at 27 Cranley Mews, London, SW7 3BY, United Kingdom.

These terms of services govern the basis on which we provide services to our members (“Member, you, your”).

FoF provides family concierge services through its website www.friendsoffriendslondon.co.uk (the “Site”) where members can access our website and connect with properly vetted and screened individuals (“Helpers”) and order their services by completing an order form (the “Placement Order Form”) and a Placement specific information form (the “ Placement Description”) (together the “Forms”) The services offered on our Site to our members include but are not limited to, house sitting, dog walking, teaching, catering, child minding and other similar services (the “Services”). For a full list of our Services, please visit our Site.

By completing and submitting the online membership form (the “MembershipForm”) you make an offer to us to become a member (“Member, Membership”), and gain access to our Site and our Services, which, if accepted by us, will constitute a binding contract (this “Agreement”).

For the purposes of the Conduct Regulations 2003, FoF acts as an employment business in relation to the introductions and supply of Helpers pursuant to this Agreement.

These terms and conditions (the “Terms”) (together with our, Privacy Policy, Terms of Website Use and Website Acceptable Use Policy) tell you information about us and the legal terms and conditions on which we provide the Services to you.

  1. THESE TERMS
    1. What these terms cover: These are the Terms that govern your Membership with us and the Services provided to you, together the Agreement.
    2. Why you should read them: Please read these Terms carefully before you submit your Membership Form to us. These Terms tell you who we are, how we will provide Services to you, how you and we may change or end the Membership or Service, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms, please contact us to discuss.
    3. How to contact us: You can contact us by telephoning our customer service team at 020 7460 1424 or by writing to us at info@friendsoffriendslondon.co.uk.
    4. How we may contact you: If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in the Membership Form.
    5. "Writing" includes emails and messages sent to you through our Site: When we use the words "writing" or "written" in these terms, this includes emails and messages sent to you through our Site, for example by us writing to you on our Site.
  2. YOUR MEMBERSHIP WITH US
    1. How we will accept your Membership: By completing and submitting the Membership Form and paying the Membership Fee, as set out in clause 4 below, and our acceptance of the same by us, you will become a Member and gain access to our Site and have the ability to order our Services (subject to you completing and us accepting a Placement Order Form and a Placement Description).
    2. Membership term: Your membership with us commences on the date we accept your Membership, and unless terminated earlier in accordance with these Terms, will continue from quarter (as defined below) to quarter of each year.
    3. Member authorisation: By becoming a Member and providing us with your bank details ( your “Bank Account”), you hereby authorise us to debit the Membership Fee and Placement Fee from your Bank Account in accordance with the provisions of these Terms.
    4. If we cannot accept your Membership Form: If we are unable to accept your Membership Form, we will inform you of this. This might be because of incomplete information, unexpected limits on our resources or other commercial factors.
    5. Your Membership number: We will assign a Membership number to you and tell you what it is when we accept your Membership Form. It will help us if you can tell us your Membership number whenever you contact us.
    6. We only supply Services to the UK: Our Site is solely for the promotion of our Services in the UK. Unfortunately, we do not accept Membership Forms or Placement Order Forms from persons residing outside the UK.
  3. OUR SERVICES
    1. How is a Service agreed:

Step one: once you have been notified of the acceptance of your Membership Form and you become a Member, we will provide you with log in details to enable you to log on to our Site and view our Services;

Step two: once your account is active, you will be able to log in to your account and complete the Placement Description. The Placement Description will state your personal information and all the information necessary to enable a Helper to provide you with a Service. It is very important that the Placement Description be accurate, complete and up to date;

Step three: you may then select a Service, for example dog walking or catering, and complete and post the Placement Order Form. The pricing for each Service and each Helper will be set out on our Site but may change from time to time (the “Placement Quote”). If there is sufficient information and the request of service is one that we can provide, then a Placement will be created (‘Placement’);

Step four: we will review the Placement Order Form and consider the most suitable Helper for the Placement. If there is no particular Helper that we deem suitable, we will place the Placement on our dashboard (the “Helper Dashboard”) for Helpers to view and accept;

Step five: upon a Helper accepting the Placement, we will help coordinate the Placement if required, but otherwise the Helper and you will be in contact regarding details of the Placement;

Step six: once the Placement has been completed, we will confirm completion of the Placement, and the Placement fee (the “Placement Fee”) and send you a receipt detailing a breakdown of the Placement Fee;

Step seven: payment of the Placement Fee will be automatically deducted from your Bank Account after the Placement Fee is sent to you unless you contact us immediately informing us that the Placement is incomplete or you intend to dispute the Placement Fee.

    1. If we cannot accept your Placement Order Form: If we are unable to accept your Placement Order Form, we will inform you of this. This might be because of incomplete information, unexpected limits on our resources or other commercial factors.
    2. Your Placement number: We will assign you a Placement number and tell you what it is when we accept your Placement Order Form. Your confirmed Placement will also be posted on our Helper Dashboard. It will help us if you can tell us the Placement number whenever you contact us about your Placement.
    3. We are not responsible for delays: If the supply of the Services is delayed then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused for any reason, but if there is a substantial delay you may contact us to cancel your Placement and receive a refund. We will refund you the Placement Fee by the method you used for payment.
    4. If you do not allow us access to provide our Services: If you do not allow us access to your property or other information or assistance necessary for us to perform our Services we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange the Placement, we may cancel the Placement and you will not be entitled to receive a refund.
    5. Our obligations to you: We will provide the Services substantially in accordance with the specification set out in this Agreement and in the Forms (as may be amended by agreement between you and us from time to time). We will:
      1. prior to the commencement of the Placement, send you written confirmation of:
        1. the identity of the Helper;
        2. the Helper’s experience, training, qualifications and authorisations necessary for the Placement; and
        1. the hourly rate charged by us;
      1. use reasonable endeavours to ensure that you are assigned the Helper you request. If a particular Helper is unavailable we will inform you of any change prior to commencement of a Placement;
      2. provide our Services to the best of our ability, offering high standards of care and diligence;
      3. in Services where children are involved:
        1. ensure that we are aware of and comply with all laws, rules, regulations and guidance relevant to the provision of childcare services and keep our knowledge up to date;
        2. use all reasonable methods of managing the child’s behaviour that are permissible under relevant law, rules and guidance. We will not, under any circumstances, use any method of physical punishment. If you know that your child has any behavioural difficulties or special requirements of any kind, you must inform us in the Forms. If such difficulties and requirements are not known at the time of applying, we must be informed about them as soon as reasonably possible after becoming aware;
        3. provide such food and drink for your children at such times as you have clearly specified, subject to the Agreement. You will take into account special dietary requirements, medical conditions and medication (amongst other factors) when determining the food and drink to be provided for the child and will clearly inform us of these. We will require you to provide the child’s meals at all times; and
        4. inform you as soon as practicable if it becomes apparent to us that the child becomes ill or suffers any injury or accident whilst in our Helper’s care. If the child suffers an illness or injury which, in our Helper’s reasonable opinion, requires immediate medical attention, we will take the child to a suitable medical practitioner as soon as reasonably practicable unless you are able to do so within a period of 1 hour of the illness or injury becoming apparent.

OUR FEES AND PAYMENT

    1. Our Membership Fee: Subject to your payment of the quarterly charge set out in the Membership Form (the “Membership Fee”), you are granted the right to access our Site and view our Services.
    2. The Placement Fee: the Placement Fee must be paid in accordance with these Terms.
    3. When you must pay and how you must pay: In consideration for the Membership and the use of our Services, you agree to pay us:
      1. the Membership Fee, which will be payable quarterly on the last day of the month in March, June, September and December (Quarter) in which the Membership Fees are incurred and will be automatically debitedfrom your Bank Account. Any period of less than a Quarter for which the Membership is provided shall be calculated pro rata on the basis of the actual number of days in the relevant period and on the basis that there are 365 days in each calendar year;
      2. A non-refundable deposit set out in the Membership Form payable by you when you submit the Membership Form;
      3. we reserve the right to refuse to provide you access to our Site and our Services if you fail to pay the Membership Fee or the Placement Fee (the “Fees” or “Fee”).
      4. our Fees are exclusive of VAT and will be indicated on our Site and may change from time to time.
    4. We can charge interest if you pay late: If you do not make any payment to us by the due date set out in the Placement Fee, we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of the Bank of England. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount. You must pay us interest together with any overdue amount.
    5. What to do if you think a Placement Fee is wrong: If you think a Placement Fee is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue. The communication should be made by email at info@friendsoffriendslondon.co.uk.
  1. VETTING
    1. How we may select you: You may be subject to a vetting procedure before you can register and become a Member, including but not limited to a verification of identity and a comprehensive criminal background check using third party services as appropriate. By submitting the Membership Form, you give FoF consent to conduct background checks as often as required in compliance with applicable laws.
    2. How we vet our Helpers: All of our Helpers are subject to a vetting procedure before they can register and become Helpers, including but not limited to a verification of identity and a comprehensive criminal background check using third party services as appropriate.
    3. How we vet our Helpers when the Placement involves vulnerable persons(children or elderly persons, as defined in Regulation 2 of the Conduct Regulations 2003): Where a Helper is required by law or any professional body to have any qualifications or authorisations to work in a Placement that involves vulnerable persons, we will take all reasonably practicable steps to obtain, and offer to provide copies of, any relevant qualifications or authorisations and two references. We will also take all reasonably practicable steps to confirm that the Helper is suitable for the Placement. If we are unable to fully comply with these requirements, we will inform you of the steps we have taken to supply the necessary information.
    4. Your obligation to consider a Helpers suitability: While we take reasonable steps to ensure that a Helper is suitable, safe and has the necessary skills to become a Helper, you acknowledge that only you can make the decision as to whether any particular Helper has the appropriate character and skill to carry out the Service you require and that it is exclusively you that must take sole responsibility for the final decision as to whether to allow a Helper access to their property and dependent persons and whether a Helper is suitable to undertake the Placement they have requested. The Member understands that Helpers are under the direction and control of the Member when carrying out and Placement and that FoF are not responsible for a Helper’s conduct on a particular Placement.
  2. YOUR OBLIGATIONS
    1. Your obligations under these Terms are as follows:
      1. not to copy, duplicate or in any way reproduce any of the contents of our Site or any other documents provided by FoF in connection with the Membership and/or Service, nor knowingly permit the same;
      2. not to remove, suppress or modify in any way any proprietary markings including any trade mark or copyright notice on our Site.
      3. not to contact, hire or instruct any of the Helpers directly or indirectly other than through our Site;
      4. not to require any Helper to perform any acts or services other than the Placement set out in the Forms or matters directly ancillary to such Placement;
      5. not to refer any Helper to any other person for the provision of any service to such person;
      6. not make any payment direct to a Helper for any reason
      7. to ensure that theinformation on the Forms are complete and accurate;
      8. in Services where children are involved:
        1. you must ensure that the information on the Formsis complete, truthful and accurate and include full details of any special requirements of any kind, medical conditions,allergies and/or medications that the children may need;
        2. if the Helper is to be required to administer any medication of any kind, you must provide written permission, authorising the Helper to do so, together with clear instructions as to the nature, dose and frequency of such medication;
        3. it is agreed that you will provide meals for the child while in the Helper’s care. You must provide adequate ready-to-eat meals, requiring no further preparation by the Helper other than heating;
        4. if you require additional hours for the Placement, you must give us as much notice as is reasonably possible. We reserve the right to decline such requests; and
        5. as requested by us or the Helper, you must be available at appropriate times to discuss any matters relating to the care, development, wellbeing and behaviour of the child.
      9. to provide the Helpers with access to your premises and other facilities as reasonably required by the Helpers;
      10. to provide the Helpers with such information and materials as the Helpers may reasonably require in order to complete the Placement, and ensure that such information is accurate;
    2. If our and/or the Helper’s performance of any of the obligations under this Agreement is prevented, extended or delayed by any act or omission by you or failure by you to perform any relevant obligations under this Agreement ( “Member Default”):
      1. we and/or the Helper shall without limiting our other rights or remedies have the right to suspend performance of the Services until you remedy the Member Default, and rely on the Member Default to relieve us from the performance of any of our obligations to the extent that the Member Default prevents or delays our and/or the Helper’s performance of any of our and/or the Helper’s obligations;
      2. we will not be liable for any costs or losses sustained or incurred by you arising directly or indirectly from a Member Default and/or from our and/or the Helper’s failure or delay to perform any of our and/or the Helper’s obligations; and
      3. you agree to indemnify us and make good any loss or costs incurred by us or by our Helpers in conducting and completing the Placement.
  3. REDUCING AND EXTENDING THE DURATION OF A PLACEMENT
    1. Ending a Placement early: If a Member does not require the Services of the Helper for as long as anticipated and as long as set out in the Forms, and therefore subsequently ends the Placement early, the Member must still pay the Placement Quote.
    2. Extending a Placement: If a Member requires the Services of a Helper for a longer time than anticipated and as stated in the Forms, the Member will pay additional costs. The additional cost is calculated by the amount of additional time incurred, and at a half-hourly rate calculated on a pro rata basis from the Placement Quote. The example below is intended to aid your understanding of how the additional costs are calculated:

The cost increases accordingly.

  1. YOUR RIGHT TO MAKE CHANGES
    1. If you wish to make a change to your Membership or your Placement, please contact us by email at info@friendsoffriendslondon.co.uk and we will let you know if the change is possible in accordance with our business practice and these Terms.
  2. OUR RIGHT TO MAKE CHANGES
    1. Minor changes to your Membership: We may change the Membership:
      1. to reflect changes in relevant laws and regulatory requirements ; and
      2. to implement minor technical adjustments and improvements, for example to address a security threat. These are unlikely to affect your use of our Site and our services.
    2. More significant changes to your Membership and these Terms: We may make the following changes to these Terms, but if we do so we will notify you beforehand and you may then contact us to end your Membership before the changes take effect:
      1. increase the Membership Fee; and
      2. introduce tiers of Membership with appropriate pricing, each with varying levels of accessibility of our Site and Services.
    3. Minor changes to your Placement: We may increase the Placement Fee in relation to the Placement, if:
      1. after submitting the Forms, you request changes to the Services you require; or
      2. you alter any one of the Forms after the Placement has been accepted by one of our Helpers.

but if we do so we will notify you beforehand and you may then contact us to cancel your Placement subject to clause 11.1 of these Terms.

  1. YOUR RIGHT TO END THE MEMBERSHIP
    1. You can always end your Membership with us:To end your Membership, you must give us at least 30 days’ written notice.
    2. The Membership will be deemed to be terminated on the date that we send you confirmation of termination of your Membership.
    3. Upon termination, you will not be refunded any of the Membership Fee that you have already paid to us.
    4. Upon registering as a Member how long do I have to change my mind: You have 14 calendar days after the day we email you to confirm we accept your Membership. However, once we have completed any Service for you, you will not receive a refund of your Membership upon requesting termination of it, even if the period is still running.
  2. OUR RIGHT TO END YOUR MEMBERSHIP
    1. We may end your Membership at any time by writing to you if:
      1. you do not make any payment to us when it is due and you still do not make payment within 30 calendar days of us reminding you that payment is due;
      2. you, your family members, friends, colleagues, animals or any other person or living creature that is incidental or a significant part of the Service requested, is abusive, in any sense of the word, to Helpers that we supply to provide the Service; and
      3. if in our opinion, a Member Default has occurred or you have failed to comply with any provision in these Terms, if any details you have provided to us are false, or if we believe it is necessary to do so in order to protect other Members, the Helpers, and/or the security of the Services.
    2. All parts of these Terms, which by their very nature should survive the expiration or termination of your Membership, shall continue in full force and effect subsequent to and notwithstanding the expiration or termination of you Membership.
  3. YOUR RIGHT TO CANCEL THE PLACEMENT
    1. You have the right to cancel a Placement at any time, subject to:
      1. a written notice being sent to us at the following email address: info@friendsoffriendslondon.co.uk; and
      2. the notice is sent not less than 6 (six) hours before the Placement is booked to start.

Failure to do so will mean that the entire Placement Quote will be payable to us.

  1. OUR RIGHT TO CANCEL THE PLACEMENT
    1. We reserve the right to cancel any outstanding Placements if:
      1. you do not make payment to us within 30 Days of us reminding you that payment of any Fee is due;
      2. you, your family members, friends, colleagues, animals or any other person or living creature that is incidental or a significant part of the Service requested, is abusive, in any sense of the word, to Helpers that we supply to satisfy the Service; and
      3. if in our opinion, a Member Default has occurred or you have failed to comply with any provision in these Terms, if any details you have provided to us are false, or if we believe it is necessary to do so in order to protect other Members, the Helpers, and/or the security of the Services.
  2. IF THERE IS A PROBLEM WITH OUR SERVICES

How to tell us about problems: If you have any questions or complaints about your Membership, Placement and/or our Helpers, please contact us. You can telephone our customer service team at 020 7460 1424 or write to us at info@friendsoffriendslondon.co.uk.

  1. SOLICITATION
    1. You agree not to solicit, employ or engage Helpers to provide any services other than through our Site and in accordance with a Placement unless one of the following subsections applies and is complied with by you. Doing so will be a serious breach of these Terms.
    2. You acknowledge that FoF will be entitled to charge you and you will pay to FoF an introduction fee where:
      1. you solicit, employ or engage a Helper, directly or indirectly, (whether for a definite or indefinite period) in circumstances where FoF has identified or introduced a Helper to you or has in any way been instrumental in identifying or introducing a Helper to you within the Relevant Period (as defined in regulation 10(5) and (6) of the Conduct Regulations 2003.; or
      2. you introduce a Helper to a third party (other than another employment business) who subsequently employs a Helper directly or indirectly (whether for a definite or indefinite period) in circumstances where FoF has identified or introduced a Helper to you or has in any way been instrumental in identifying or introducing a Helper to you within the Relevant Period.
      3. The introduction fee payable by you will be equal to 10% of the notional annual salary of the Helper. The notional annual salary of the Helper will be determined by us and will be calculated on the basis of what a Helper would earn as an employee, for a continuous period of one year, at a salary based on an eight hour day and five day week, with an hourly rate applicable to the Services we provide to Members, subject to a minimum introduction fee of £600. Our decision as to the amount of the notional annual salary shall be final and binding for all purposes.
  2. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
    1. We are responsible to you for foreseeable loss and damage caused by us: If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaching these Terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable or for any special or consequential loss. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the process of ordering our Services.
    2. How we will maintain the Service and our disclaimer: We will use all reasonable endeavours to ensure that our Services are available for use, but we do not guarantee that they will be available all of the time or within a certain period of time. Our Services may also be unavailable for reasons outside of our control. We do not give or enter into any condition, warranty or other term to the effect that the Services will be available all of the time or will comply with any particular standard.
    3. When we are liable for damage to your property or personalitems: If we are providing Services in your property, we will make good any damage to your property or personal items caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property or personal items
    4. We are not liable for business losses: We only supply our Services for domestic and private use. If you use our Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
    5. We are not liable for the quality of the Services: except as expressly set out in these Terms, no implied conditions, warranties or other terms, including any implied term relating to satisfactory quality or fitness for purpose, will apply to our Services or to any service provided by us through our Services. Nothing in this agreement in any way limits or excludes our liability for negligence causing death or personal injury or for fraudulent misrepresentation or for anything which may not legally be excluded or limited.
    6. Our limits on our liability: subject as above, our aggregate liability for all claims in relation to our Services shall not exceed £200.
  3. INDEMNITY
    1. By using our Site, you agree to indemnify FoF, our directors, employees, agents, subcontractors and affiliated companies against any and all third party claims and liabilities related to your breach of this Agreement.
  4. HOW WE MAY USE YOUR PERSONAL INFORMATION
    1. How we will use your personal information: We will use the personal information you provide to us:
      1. to supply the Services to you;
      2. to process your payment for the Services; and
      3. if you agreed to this during theprocess of registering as a Member, to inform you about similar Services that we provide, but you may stop receiving these at any time by contacting us.
    2. We will only give your personal information to third parties where the law either requires or allows us to do so.
  5. SUMMARY OF YOUR LEGAL RIGHTS
    1. The Consumer Rights Act 2015 states that:
      1. you can ask us to repeat or fix a Service if it is not carried out with reasonable care and skill, or get some money back if we can’t fix it;
      2. if you haven’t agreed a price upfront, what you’re asked to pay must be reasonable; and
      3. if you haven’t agreed a time upfront, it must be carried out within a reasonable time.
  6. OTHER IMPORTANT TERMS
    1. We may transfer this agreement to someone else: We may transfer our rights and obligations under these Terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end you Membership or any open Placements and we will refund you any payments you have made in advance for any Placements not performed.
    2. We may change these Terms: We reserve the right to modify and revise these Terms at any time without prior notice. Each time you use our Site you should review these Term as by using our Site and by becoming a Member you are bound by them.
    3. You need our consent to transfer your rights to someone else: You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if the change in details of the Service causes, or is likely to cause financial or other loss to us or a Helper of ours providing the Service.
    4. Nobody else has any rights under this contract: This contract is between you and us. No other person shall have any rights to enforce any of its terms
    5. If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    6. Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, we can still require you to make the payment at a later date.
    7. Which laws apply to this contract and where you may bring legal proceedings: These Terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts.