Terms of service

Last updated: 3 July 2026

Who you are dealing with

Hadel Group UK Ltd, registered in England and Wales, company number 17301022, trading as Hadel. We deliver indoor health services including the Hadel Reset, Move-in and Move-out Reset, Mould Treatment Reset and End-of-Tenancy Reset, plus commercial and hospitality work by proposal.

Quotes and pricing

Prices shown on the website are starting prices. Your final quote is calculated from your answers in the booking wizard, including property size, condition and any add-ons, and is shown to you before payment. The price you see at payment is the price you pay. If, on arrival, the property is materially different from what was described at booking, we will discuss options with you before doing any additional chargeable work.

Booking and payment

Full payment is taken at booking through Stripe. Your slot is confirmed the moment payment clears. A Hadel Inspector emails you within one working hour to confirm the visit.

Cancellation and refunds

• 48 hours or more before the visit: full refund within 5 working days, no fee and no questions.
• Less than 48 hours before: 50% refund, or move your booking to a new date within 90 days at no charge.
• Same-day cancellation, or no access on arrival: no refund, because the team and slot were committed. If a genuine emergency stopped you, contact us within 24 hours and we will move the booking to a new date within 90 days at no charge.
• If we cancel: 100% refund within 24 hours plus a £20 credit toward your next booking. If we need to reschedule instead, we offer you the next three available slots.
• Klarna bookings: refunds are processed by Klarna and can take 3 to 5 working days longer than our own window.

Our guarantee

If an in-scope part of the work was not delivered to the standard you booked, tell us within 7 days of receiving your report. We respond within 24 hours and will either return free of charge to put it right, agree a partial refund, or refund in full for severe failures where re-work would not fix the problem. We do not negotiate refunds more than 30 days after the report date except for issues that could not reasonably have been found sooner.

What is out of scope

Structural building repair, rising damp and leak repair, asbestos handling, pest control, plumbing and electrical work are out of scope for every Hadel service. Where we find these problems we tell you and, where we can, point you to an appropriate specialist.

Access and safety

You agree to give our team safe access to the property at the booked time. Pets should be secured during the visit. Our team members carry enhanced DBS certificates and identification.

Your report and photos

Every visit produces a written report with date-stamped photos of the work areas. The report is yours to use, including for tenancy deposit disputes and property transactions. We keep a copy as our record of the work. We do not publish your photos or identify your property in marketing without your written consent.

Liability

We hold Public Liability, Employer's Liability and Professional Indemnity insurance, and certificates are available on request. Our liability for any claim connected to a visit is limited to the price you paid for that visit, except that nothing in these terms limits liability for death, personal injury caused by negligence, fraud, or anything else that cannot be limited under law. Nothing in these terms reduces your rights under the Consumer Rights Act 2015.

Complaints and disputes

Contact [email protected] and we respond within 24 hours. Please contact us before raising a card chargeback, since most concerns are resolved directly. If we cannot resolve a payment dispute after 30 days you may refer it to the Financial Ombudsman Service, and service quality disputes to Citizens Advice.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.