AKIVA PROJECTS TERMS AND CONDITIONS 2025

1) Definitions

“Company”, “we”, “us” means Akiva Projects Ltd and its independent German branch.

“Client”, “you” means any individual or entity engaging our Services in Germany or elsewhere in Europe.

“Consumer” means a natural person acting for purposes which are predominantly outside their trade, business or profession.

“Services” means interior design consultancy by the hour; styling and interior styling packages; interior design packages; measured surveys; space planning and spatial design; 2D and 3D design work (including CAD drawings, plans and elevations for design and/or permissions); 3D rendering; lighting distribution plans; kitchen consultancy and support; procurement, sourcing and logistics for furniture, fixtures and equipment; technical drawings for furniture and joinery design; arranging material and fabric samples; post-design support and coordination; photography and styling sessions; and other related services expressly agreed in writing.

“Goods” means furniture, fixtures, fittings, accessories, furnishings, artwork and any other physical items we supply to you under these Terms.

“Site Visit” means a physical inspection/consultation at a location specified by the Client.

“Deliverables” means any documents, drawings, CAD files, mood boards, 3D visuals, schedules, purchase lists or other items expressly identified in the agreed scope.

“Project” means the work described in our order form/quotation/proposal and accepted by you in writing.

“Room” means an individual room or defined area forming part of a Project.

“Room Completion” has the meaning set out in §7.6.

2) Scope of Services (Overview)

2.1 We provide, among other things:

• Consultancy by the hour
  

• Styling and interior styling packages
  

• Interior design packages (Basic, Premium, Deluxe)
  

• Measured surveys (time on site to take measurements)
  

• Homeowner-provided measurements (remote projects)
  

• 2D layouts (plans/elevations) and CAD drawings
  

• 3D rendering (add-on)
  

• Lighting distribution layouts (non-engineering)
  

• Kitchen consultancy and support
  

• Custom/bespoke furniture and joinery design
  

• Procurement, sourcing and logistics of furniture, fixtures and accessories
  

• Post-design support and design coordination with contractors (not project management)
  

• Photography and styling sessions
  
  

2.2 Unless expressly agreed in writing, our Services do not include: structural/architectural design; building control / Baugenehmigung drawings; engineering calculations; socket & switch distribution plans; detailed electrical or mechanical design; Health & Safety coordination or SiGeKo duties; project management; contractor selection/management; quantity surveying; legal, financial or tax advice.

3) Booking, Fees & Payments; Widerrufsrecht (Services)

3.1 Upfront payments. Unless otherwise agreed in writing, design fees are payable in advance before work is scheduled.

3.2 Split payments where a Site Visit comes first. Where a Site Visit occurs before design work, we may split payments so the Site Visit fee is paid first and design fees become due after the Site Visit.

3.3 Phased payments. For multi-room or multi-phase projects, we may agree on phased deliverables and fees.

3.4 Invoices & timing. Unless stated otherwise, payment is due within 48 hours of invoice. Work may pause until payment has cleared. Procurement invoices are governed by §13.

3.5 Widerrufsrecht (Right of Withdrawal) for Consumers – Services

3.5.1 If you are a Consumer and we conclude a service contract with you at a distance (for example, by email, phone or online) or outside our business premises, you generally have a statutory right to withdraw from the contract within 14 days without giving any reason.

3.5.2 The withdrawal period is 14 days from the day the service contract is concluded.

3.5.3 To exercise the right of withdrawal, you must inform us (Akiva Projects Ltd, Konstanzer Str. 3, 10707 Berlin, Email: [insert email]) of your decision to withdraw from this contract by a clear statement (for example, a letter sent by post or email). You may use the model withdrawal form in the Appendix, but you are not obliged to do so.

3.6 Early performance of Services and consequences of withdrawal

3.6.1 If you are a Consumer and ask us to start providing Services within the 14-day withdrawal period, you acknowledge that you must pay us an appropriate amount corresponding to the proportion of the Services already provided up to the time you inform us of your withdrawal.

3.6.2 The right of withdrawal for Services expires early if we have completely performed the Services before you exercise your right of withdrawal and you had given your prior express consent for us to start early and acknowledged that you would lose your right of withdrawal once we had fully performed.

3.7 Goods and right of withdrawal

3.7.1 For Goods supplied to Consumers at a distance or off-premises, a statutory right of withdrawal may apply, subject to legal exceptions (for example, for Goods made to the Consumer’s specifications or clearly tailored to personal needs).

3.7.2 Specific information about your right of withdrawal in respect of Goods, including any applicable exceptions and the withdrawal period, will be provided in your order confirmation or in a separate notice.

3.7.3 Your statutory rights in respect of defective Goods remain unaffected.

3.8 Business clients

3.8.1 The withdrawal provisions in §3.5–§3.7 do not apply where you contract with us as a business.

4) Site Visits

4.1 Site Visit fees must be paid before the scheduled visit.

4.2 You may cancel or reschedule with at least 48 hours’ written notice for a full refund or free reschedule. Cancellations with less than 48 hours’ notice are non-refundable.

4.3 If we attend and there is no access, we will wait up to 15 minutes. After that, the visit is treated as a no-show and is non-refundable. A new Site Visit would need to be booked and paid.

4.4 Additional services requested during the visit and not covered by the initial booking may be chargeable.

4.5 You are responsible for site safety and security. We hold public liability insurance and will address any damage caused by us in accordance with that policy.

5) Measured Surveys (Time on Site)

5.1 A measured survey is the time we spend on site taking measurements for our internal design process. The fee covers attendance and measuring only; it does not include stand-alone survey drawings unless separately agreed.

5.2 Measurements are for our internal use. If you proceed with an Akiva design package, we may reuse them. If you choose not to proceed, we are not obliged to provide survey drawings or formatted measurement packs unless separately agreed and paid.

5.3 You must ensure spaces are accessible and reasonably clear so accurate measurements can be taken. If spaces are inaccessible/obstructed, a resurvey fee may apply.

5.4 Reasonable care is taken, but minor variances can occur. Survey outputs are for interior design purposes only and are not legal land/building surveys or construction drawings.

5.5 Survey fees are due in advance. You may cancel/reschedule with 48 hours’ notice; otherwise fees may be forfeited.

6) Homeowner-Provided Measurements (Remote Work)

6.1 If you provide your own measurements, you remain fully responsible for their accuracy and completeness.

6.2 We may flag potential inaccuracies and you agree to re-measure if requested. We are not liable for costs or delays resulting from incorrect measurements.

7) Interior Design Packages (Basic, Premium, Deluxe)

7.1 Our packages typically include for each Room:

• one mood board;
  
  

• one set of 2D drawings (layout/floor plan); and
  
  

• a purchase list after 2D layout approval.
  
  

7.2 Basic packages normally include up to two options per typology; Premium/Deluxe include two to three options per typology.

7.3 Timeframes depend on room size and assume timely feedback.

7.4 Unless expressly included, packages do not include: custom/bespoke furniture design, 3D rendering, socket & switch plans, detailed lighting technical plans or brand-specific kitchen design.

7.5 Purchase lists and procurement work start after 2D layout approval and completion of any included revisions.

7.6 Design approvals, revisions, Room Completion & post-completion changes

7.6.1 Included revisions must be requested in writing within 14 calendar days of delivery of the relevant design stage, unless a different period is agreed in writing. If no revision request is received within this period, the design stage is deemed approved and any unused included revisions for that stage expire.

7.6.2 For each Room, our design Services are deemed complete (“Room Completion”) on the earliest of:

• your written approval of the final design/Deliverables for that Room;
  
  

• completion of installation of all items specified by us for that Room and, where applicable, a walkthrough/handover appointment;
  
  

• fourteen (14) calendar days after our delivery of the final design package for that Room, where you have not raised any revision requests; or
  
  

• the Project being archived due to inactivity under §10.2.
  
  

7.6.3 After Room Completion, any further changes are treated as Additional Design Services or variations under §18.

7.7 Design collaboration window for smaller Rooms (up to 20 m²)

7.7.1 For Rooms up to and including twenty (20) square metres in size that are being delivered under one of our standard interior design packages, the package fee includes up to three (3) weeks of active design collaboration per Room (the “Design Window”).

7.7.2 Unless we notify you otherwise in writing, the Design Window starts on the date we send you the initial design concept for that Room. We will use reasonable efforts to progress the design to the agreed Deliverables during the Design Window, but this is dependent on your timely feedback and decision-making.

7.7.3 The Design Window is a limit on how long the included design work for that Room remains open; it is not a guarantee that the design will be fully completed by the end of the Design Window if we do not receive the information, feedback and approvals we reasonably require from you.

7.7.4 For Rooms larger than twenty (20) square metres, or for Rooms of any size with an unusually complex brief, we will agree a different design window or bespoke timeline with you in writing.

7.8 Expiry of the Design Window and additional fees

7.8.1 If, at the end of the Design Window, we have not been able to finalise the design for a Room because we have not received the information, feedback or approvals we reasonably required from you, we may:

• pause Services for that Room; and
  
  

• notify you that the included design period for that Room has expired.
  
  

7.8.2 Following such notification, any further work on that Room (including revisiting mood boards, layouts, product selections or styling) may be treated as Additional Design Services under §18 and charged at our then-current rates or under a specific quotation. We will inform you in writing of any applicable charges before undertaking such additional work.

7.8.3 For the avoidance of doubt, where the Design Window expires before any of the other triggers in §7.6.2 occur, and provided we have delivered the design stages it was reasonably possible to deliver based on the information and approvals supplied by you, the expiry of the Design Window may constitute Room Completion for the purposes of §7.6.2.

7.8.4 The provisions of this §7.8 are in addition to, and not in limitation of, our general timelines and inactivity provisions in §10.

8) Consultancy by the Hour

8.1 Consultancy covers advisory services only (discussions, guidance, mood boards or concepts). It does not include technical drawings unless separately agreed.

8.2 You may cancel an hourly consultancy session with at least 48 hours’ notice for a full refund or reschedule. Cancellations with less than 48 hours’ notice are non-refundable.

8.3 Once a consultancy session is completed, fees are non-refundable.

9) Additional/Related Services

9.1 3D Rendering. Provided as an add-on at agreed rates. Renderings are indicative only.

9.2 Lighting Design. We provide lighting layouts/visuals for design intent only. We do not perform electrical design/engineering or installation. A qualified electrician must verify all layouts and ensure regulatory compliance.

9.3 Kitchen Support. We provide kitchen consultancy (layout, finishes, materials, colours, worktops, samples, etc.). The kitchen supplier remains responsible for detailed kitchen design, compliance and installation.

9.4 Furniture & joinery design. For bespoke pieces we provide conceptual and technical drawings to assist you and your manufacturer. You or your manufacturer are responsible for structural and safety aspects, fixings suitable for site conditions, compliance with standards and any necessary certifications; installation is by your contractor.

9.5 Design coordination & post-design support. We may assist with contractor queries and design interpretation. This is not project management, site supervision, cost control or Health & Safety coordination, and does not assign us any SiGeKo or similar duties under German or other EU regulations. You and your contractors remain responsible for site safety and legal compliance.

10) Timelines, Client Responsiveness & No-Activity Policy

10.1 Our time estimates assume timely client responses.

10.2 If we receive no response from you for 7 consecutive days, we may send a reminder. If there is no response within a further 7 days, we may archive the Project. Archived Projects may require a restart fee and revised timelines to re-open.

10.3 We are not responsible for delays caused by contractors, suppliers, shipping, customs or authorities.

11) Compliance, Permissions & Regulatory Matters

11.1 We are interior designers, not architects or engineers. You are responsible for obtaining Baugenehmigungen, landlord approvals and any other required approvals before construction or installation.

11.2 We are not liable if applications are rejected or authorities later require changes. If compulsory modifications are required, you must allow us the opportunity to revise drawings to comply; if you do not, we are not liable for related consequences.

11.3 Our drawings, CAD plans, elevations and sketches are for interior design purposes only and are not architectural/engineering drawings or structural calculations, unless expressly stated.

11.4 Where our drawings are used in support of any application or approval, you remain responsible for ensuring that the documents meet the authority’s formal requirements and for appointing any architect/engineer required by law.

11.5 Contractors must verify dimensions and suitability on site before fabrication/installation. Our drawings are not “shop drawings” unless expressly labelled as such, and we are not responsible for fabrication errors or construction methods adopted by contractors.

12) Contractor & Supplier Recommendations

12.1 Any contractor/supplier we recommend is suggested as a courtesy only. You should obtain your own quotations and carry out due diligence.

12.2 We are not responsible for third-party quotations, pricing, workmanship, schedules or outcomes.

12.3 For window treatments, we strongly recommend engaging a specialist to take their own measurements before fabrication.

13) Procurement & Sourcing (Furniture/Fixtures/Accessories)

13.1 Our role as supplier of Goods. When we procure furniture, fixtures, fittings, accessories, artwork and similar items (“Goods”) for you in Germany or elsewhere in Europe, we usually purchase them from third-party suppliers in our own name and then sell them on to you. In these cases, your contract for the purchase of the Goods is with Akiva Projects Ltd (acting through its German branch where applicable). You pay us, we pay the supplier, and any difference between our supplier cost and the price you pay us is our margin/profit. If, in any particular case, we act purely as your agent and you contract directly with the supplier, we will make this clear to you in writing and the relevant order documents will state that your contract for the Goods is with the supplier.

13.2 Proposals & client checks. Our procurement proposals and purchase lists are based on your agreed design and specify the Goods we intend to order (product descriptions, finishes, sizes, quantities). You must carefully check and confirm all details before we place any order, including product model and description, dimensions and configuration, finishes/colours/fabrics, quantities and options. Once you have provided written approval (email is sufficient), we are entitled to rely on that approval and proceed with ordering the Goods as specified. Changes requested after approval may not be possible and, where they are possible, may incur additional costs.

13.3 Pricing, discounts & our margin. Our proposals show the prices payable by you for the Goods. These prices may include a mark-up or margin above the prices we pay to suppliers. Any discounts or promotions we offer are at our discretion. We are not obliged to pass on supplier discounts or to disclose our purchase price or margin. Unless expressly stated otherwise, prices do not include Import Charges (as defined in §13.5) or additional shipping/carrier surcharges that were not reasonably foreseeable at the time of the original proposal or invoice.

13.4 Shipping, delivery & basic logistics. Where reasonably possible, we will give you an estimate of shipping and handling costs when we prepare your proposal. Final shipping costs may depend on weight, volume, delivery address, access conditions and carrier rates at the time of booking. Shipping and handling will either (a) be included as a separate line in our initial invoice for the Goods, or (b) be invoiced or re-charged later once the carrier confirms the final amount. Unless otherwise agreed, we will arrange delivery to the address you specify. You are responsible for ensuring that the address and contact details are correct and that someone is available to receive the Goods.

13.5 Customs, duties, taxes and additional shipping costs.

13.5.1 International shipments. Some Goods may be shipped from outside your country of residence (for example, from another EU Member State, the UK or other third countries). In these cases, customs authorities or carriers may apply import duties, import VAT, customs clearance fees, brokerage charges or other local charges (“Import Charges”) which are not known to us at the time of issuing our initial invoice.

13.5.2 Liability for Import Charges. Unless we have expressly agreed in writing to supply the Goods on a “duty-paid” basis, you are responsible for all Import Charges applied in connection with the delivery of the Goods to your address. These amounts are not included in our design fees or in our initial invoice for the Goods unless expressly stated.

13.5.3 Payment of Import Charges. Where Import Charges become known after our invoice has been issued, we will notify you as soon as reasonably practicable. You agree to pay such Import Charges immediately on request, either (a) directly to the carrier, customs authority or other third party as instructed, or (b) to us, where we have paid or agreed to pay these amounts on your behalf.

13.5.4 Additional shipping and handling costs. In some cases, additional shipping, handling or carrier surcharges (for example, fuel surcharges, remote-area surcharges or re-delivery fees) may arise which were not reasonably foreseeable at the time of our original invoice. You agree to reimburse any such reasonable additional costs where they are directly related to the delivery of your Goods and we provide reasonable evidence of them.

13.5.5 Consequences of non-payment. If you do not promptly pay any Import Charges or additional shipping costs: (a) carriers may hold, return or dispose of the Goods in accordance with their own terms; (b) any resulting storage, re-delivery, return shipping or disposal charges may be passed on to you; and (c) we may, without prejudice to any other rights, suspend further services or deliveries until payment is received in full.

13.5.6 No mark-up on Import Charges. We do not add any mark-up to Import Charges invoiced to you by us and will provide copies of supporting documentation from the carrier or customs authority on request.

13.6 Title, risk & insurance. Risk in the Goods passes to you on delivery to the delivery address you specify (or on collection by you or your nominated carrier). Title (ownership) of the Goods passes to you when we have received full payment of all sums due in respect of those Goods and any associated charges we have paid or agreed to pay on your behalf, including Import Charges under §13.5. In some cases, Goods may be shipped directly from the supplier to you. You are responsible for ensuring that appropriate insurance is in place for Goods in transit and for any storage arranged in your name.

13.7 Warranties, defects & returns. Your statutory rights in relation to defective Goods and, where applicable, any right of withdrawal (Widerrufsrecht) under EU and national consumer law are not affected by these Terms. Manufacturer and supplier warranties apply to the Goods where available; we will pass on applicable warranty information and, where reasonable, assist you in raising issues with the supplier. You must inspect Goods promptly on delivery and notify us in writing within a reasonable time of any visible damage, defects or delivery errors, providing photographs where possible. Bespoke or made-to-order Goods (including items made to your specified measurements, fabrics or finishes) are generally non-cancellable and non-returnable once ordered, except where they are faulty or misdescribed or other mandatory rights apply.

13.8 Samples, colours & natural variations. Samples of fabrics, finishes, materials and colours are provided for guidance only. We cannot guarantee that the final Goods will be an exact match to any sample, image or swatch, due to manufacturing tolerances, dye lots, natural variations and differences in display/print devices. Natural materials such as wood, stone, leather and linen may exhibit variations in colour, grain, veining, texture and pattern. Such reasonable variations do not constitute defects.

13.9 Delivery, access & failed deliveries. You are responsible for ensuring that someone is present to receive deliveries at the agreed time and that there is safe and adequate access for delivery teams, including any necessary parking permissions, lift access and clear routes. Additional costs arising from failed deliveries, re-delivery, special access solutions (for example, hoists or window removal) or parking fines caused by insufficient access or permissions may be charged to you.

13.10 Storage. If Goods must be stored because your property is not ready to receive them, we or the supplier/carrier may arrange storage, and you will be responsible for any storage, handling and insurance costs charged by the supplier, carrier or storage provider.

13.11 Assembly & installation. Unless expressly stated in writing, our role in procurement and logistics does not include physical assembly or installation of Goods. Assembly and installation are carried out by you or your chosen contractors, who are responsible for safe installation in accordance with manufacturer instructions and applicable regulations.

13.12 Fees, payment & late payment. Procurement invoices for Goods, shipping and any known Import Charges are payable as stated on the invoice. In many cases, payment will be due within 2 days of invoice and may be required immediately where Goods are limited in availability or on promotion. Orders will not normally be placed with suppliers until cleared payment has been received in full for the relevant Goods and associated charges. If you fail to pay any amount due by the due date, we may (a) charge default interest on the overdue amount at the statutory rate applicable under the law governing this contract, and/or (b) suspend further Services and/or deliveries until all overdue amounts are paid.

13.13 Order information & administration fees

13.13.1 Upon request, we can provide you with reasonable details of specific orders we have placed on your behalf (for example, order confirmations, product references, delivery information or similar “Order Information”). As a courtesy, we will normally provide such Order Information on a one-off, limited basis without additional charge.

13.13.2 Where you request (a) a full or substantial breakdown of all Orders we have placed for you over the course of a Project or multiple Projects, or (b) repeated or extensive Order Information beyond what we usually provide in the normal course of our Services, you acknowledge that collating and producing this information can be time-consuming. In these cases, we may charge a reasonable administration fee based on the time required to retrieve, review and compile the information, taking into account the volume of Orders and the complexity of your request.

13.13.3 Before incurring any such administration fee, we will inform you of the applicable hourly/admin rate and provide a reasonable estimate of the likely time and cost. We will not proceed with chargeable work under this §13.13 without your confirmation in writing (email is sufficient).

13.13.4 We will not charge an administration fee for Order Information that we are required to provide by law, or where the information is reasonably necessary for us to address an issue relating to faulty, damaged or misdescribed Goods, or to handle a complaint about our own error.

14) Intellectual Property & Photography

14.1 You warrant that materials you supply do not infringe third-party rights. Unless otherwise agreed, we retain all intellectual property rights in our Deliverables. You receive a licence to use them for your property/Project only.

14.2 By engaging our Services, you grant us the right to photograph and/or film your space before, during and after the design process for our portfolio, website, social media and other marketing materials. You agree to provide reasonable access for photography and styling sessions at mutually agreed times and to ensure that areas to be photographed are safe and in a suitable condition. We may use our own staff or independent photographers/stylists; they are responsible for their own equipment and working methods, and we are not liable for their separate acts or omissions beyond our duty to exercise reasonable care in their selection. We will not publish recognisable images of you or other identifiable individuals without appropriate consent. Where consent is given, you acknowledge that removal of already-published content from third-party platforms may not be fully within our control, although we will take reasonable steps to remove our own original posts on justified written request. If you prefer that we do not use photographs of your home, you may opt out in writing; we will then avoid using identifiable images of your property in new marketing materials from the date we confirm receipt of your opt-out.

15) Liability & Limitations

15.1 We are not liable for indirect or consequential losses, including loss of profit, loss of business or loss of rental income.

15.2 We are not liable for delays or failures caused by contractors, suppliers, transport, customs, authorities or other third parties.

15.3 Where you provide measurements, you accept full responsibility for their accuracy. We are not liable for costs/delays resulting from inaccurate measurements.

15.4 To the extent permitted by applicable law, our aggregate liability in connection with a Service is limited to the fees paid by you for that specific Service. For liability relating to defective Goods or for intent and gross negligence, your statutory rights are not restricted.

15.5 Nothing in these Terms limits liability for death or personal injury caused by negligence, for intent, for gross negligence or for any other liability which cannot be limited or excluded by law.

15.6 Force majeure. We are not liable for failure or delay caused by events beyond our reasonable control (including but not limited to extreme weather, fire, flood, epidemic, pandemic, war, civil unrest, strikes, failure of utilities or transport, supplier insolvency or government restrictions). Our obligations are suspended for the duration of such events.

15.7 No financial, legal or tax advice. We may discuss budgets, costs and general commercial points, but we do not provide financial, legal or tax advice. You should obtain independent professional advice where needed.

16) Communication & Privacy

16.1 Our normal working hours are Monday to Friday, 09:00–17:00 (local time of the servicing studio), excluding public holidays.

16.2 A main communication channel (for example, email thread) will be agreed to keep records clear. We are not responsible for informal discussion on other platforms.

16.3 Personal data will be processed in accordance with our Privacy Policy (available on our website). By engaging our Services you acknowledge that you have been provided with that information.

17) Affiliates & Introductions

17.1 We may introduce partner companies or affiliates for services outside interior design. We are not responsible for their workmanship, pricing, schedules or outcomes.

18) Alterations, Variations & Additional Design Services

18.1 Client alteration/variation requests must be made in writing.

18.2 Client-initiated changes to brief, style, budget or scope may be treated as alterations or Additional Design Services.

18.3 After Room Completion or after any included revisions expire, further changes to design/layout/product selections/styling for a Room (where Goods/Services are not defective) are outside the original scope and will be treated as Additional Design Services or variations. These are chargeable at our standard rates and subject to availability.

18.4 Any price increase for alterations/variations/Additional Design Services will follow our standard rates or a specific quotation. We may require written acceptance and/or advance payment before commencing such work.

18.5 Alterations or Additional Design Services may affect timelines; we will inform you of likely delays and propose an adjusted schedule where reasonably possible.

18.6 Nothing in this §18 limits your statutory rights under applicable EU and national law.

19) Governing Law & Jurisdiction

19.1 These Terms are governed by the laws of the Federal Republic of Germany.

19.2 The courts of Berlin, Germany, have jurisdiction, without prejudice to any mandatory consumer forum rights you may have.

20) Changes to These Terms

20.1 We may modify these Terms from time to time. The version in force at the time you accept a quotation or place an order applies to that Project.

21) Acceptance

21.1 By signing a quotation, paying an invoice, booking a Site Visit or otherwise instructing us to proceed, you confirm that you have read, understood and agree to these Terms & Conditions.

22) Working Hours, Meeting Times & Special Arrangements

22.1 Standard working hours are Monday–Friday, 09:00–17:00 (local time of the servicing studio).

22.2 Online meetings are ordinarily scheduled between 08:00 and 18:00; on-site visits between 08:00 and 18:00–19:00. Meetings/visits outside these hours are exceptional and must be agreed in advance.

22.3 Where you request appointments outside standard hours, you acknowledge that we may have to cancel or reschedule at short notice due to unforeseen personal/family commitments. In such cases, our usual cancellation terms may not apply and any fees paid for that specific out-of-hours booking will be refunded or credited if we cancel and no alternative time is agreed.

22.4 Services outside standard hours are a special accommodation, subject to availability and not guaranteed.