Terms & Conditions

Website Terms of Use

Effective date: 25 July 2026
Last reviewed: 25 July 2026

Important information

These Terms & Conditions govern your use of the Aurelia Homes website only. They do not govern the provision of Aurelia Homes housekeeping or household management services. Any services provided to a client will be subject to a separate written Client Service Agreement, service confirmation, Home Care Plan and any other documents expressly incorporated into that agreement.

1. About these terms

These Terms & Conditions (“Terms”) govern your access to and use of www.aureliahomes.co.uk and its associated pages (the “Website”).

By using the Website, you confirm that you accept these Terms and agree to comply with them. If you do not agree to these Terms, please do not use the Website.

In these Terms, “Aurelia Homes”, “we”, “us” and “our” mean Aurelia Homes Ltd. “You” and “your” mean any person who visits or uses the Website.

The Website is directed principally to people in the United Kingdom. If you access it from outside the United Kingdom, you are responsible for complying with any local laws that apply to you.

2. About Aurelia Homes

Aurelia Homes Ltd is a private limited company registered in England and Wales under company number 17280203.

Our registered office is:

1 Longmans Mews
London
SW20 8DH
United Kingdom

You may contact us by:

Email: concierge@aureliahomes.co.uk
Telephone: +44 20 3488 4955

3. Other terms and policies

The following documents also apply when you use the Website and should be read alongside these Terms:

our Privacy Policy, which explains how we collect and use personal information;
our Cookie Policy, which explains how we use cookies and similar technologies;
our Accessibility Statement; and
our Complaints Procedure.

If you become an Aurelia Homes client, your services will be governed by the applicable written Client Service Agreement, service confirmation, Home Care Plan and any other document expressly incorporated into that agreement. Those documents—not these Terms—set out the scope of the services, fees, payment arrangements, scheduling, cancellations, property access, key-holding, service standards and responsibility for service delivery.

If there is any inconsistency between these Terms and a Client Service Agreement in relation to services supplied to you, the Client Service Agreement will take priority, subject always to your statutory rights.

4. Information on the Website and service enquiries

4.1 General information

The Website provides information about Aurelia Homes, our approach and the services we may offer. Website content is provided for general information only. It is not legal, financial, medical, security or other professional advice and should not be treated as advice tailored to your circumstances.

We take reasonable care to keep the information on the Website accurate and current. However, descriptions, images, availability, service areas, prices and other information may be updated from time to time. Images may be illustrative and may not represent a particular client’s home or the precise way in which a service will be delivered. Please contact us if you require confirmation of any information before making a decision.

Nothing in these Terms limits our responsibility to provide consumers with material information or prevents any statement on the Website from having the legal effect given to it by applicable law.

4.2 Enquiries do not create a service contract

Nothing on the Website is, by itself, an offer capable of acceptance. Visiting the Website, submitting an enquiry, requesting a consultation or discussing a possible service does not reserve availability, require us to accept you as a client or create a contract for services.

A contract for services is formed only when the applicable written Client Service Agreement or other express written service confirmation has been accepted by both you and Aurelia Homes and any stated conditions for commencement have been satisfied.

Any correction or update made to Website content will not retrospectively alter an existing Client Service Agreement unless that agreement and applicable law permit the change.

5. Access to the Website

Access to the Website is provided free of charge.

We may update, suspend, withdraw or restrict all or part of the Website for business, operational, security or legal reasons. Where reasonably practicable, we will give notice of a material planned interruption.

We do not guarantee that the Website or any content on it will always be available or uninterrupted. You are responsible for the devices, software, internet connection and other arrangements needed to access it.

You are also responsible for ensuring that anyone who accesses the Website through your internet connection is aware of and complies with these Terms.

6. Acceptable use

You may use the Website only for lawful purposes. You must not:

use the Website in any way that breaches applicable law or regulation;
attempt to gain unauthorised access to the Website, its server, any connected system or any non-public information;
introduce viruses, malicious code or other material that is technologically harmful;
carry out, facilitate or attempt a denial-of-service attack, or otherwise disrupt or place an unreasonable load on the Website;
use automated tools to scrape, extract or harvest Website content or personal data, except for ordinary search-engine indexing or where permitted by law or by our prior written consent;
impersonate another person, misrepresent your identity or authority, or knowingly provide false or misleading information through the Website;
use Website forms to send spam, unsolicited promotions, abusive content or material that infringes another person’s rights; or
reproduce, exploit or commercially use the Website or its content except as expressly permitted by these Terms.

We may restrict or block access where we reasonably believe these Terms have been breached. We may also report suspected unlawful conduct to the appropriate authorities and cooperate with a lawful investigation.

7. Intellectual property

The Website and its content—including its design, layout, text, photographs, graphics, logos, monograms, trade names and other brand elements—are owned by or licensed to Aurelia Homes and are protected by intellectual property laws.

You may view the Website and print or download a reasonable extract for your personal, non-commercial reference. You must not modify that material, remove any ownership notice, use images or graphics separately from their accompanying text, republish content, or use any part of the Website commercially without our prior written consent.

No right to use the Aurelia Homes name, logo, monogram, trade marks or other brand assets is granted by these Terms.

If you breach this section, your permission to use our content ends immediately and you must, at our reasonable request, delete or return any unauthorised copies.

8. Links to and from the Website

8.1 Third-party links

The Website may contain links to third-party websites or services. These links are provided for convenience and information only. We do not control those websites and are not responsible for their content, availability, security, privacy practices or terms. A link does not, by itself, mean that Aurelia Homes endorses the third party.

8.2 Linking to our Website

You may link to our home page in a lawful and fair way that does not damage our reputation or suggest an association, approval or endorsement that does not exist.

You must not frame the Website on another website or link to it from a website containing unlawful or seriously offensive material. We may withdraw linking permission where reasonably necessary to protect our rights or reputation.

9. Contact forms and communications

When you contact us through the Website, you must provide information that is accurate to the best of your knowledge. If you act for another person, you must have authority to do so.

Please do not send payment-card details, passwords, door or alarm codes, identity documents, health information or other sensitive information through a general Website enquiry form unless we have specifically requested it and provided an appropriate method of transmission.

We will handle personal information submitted through the Website in accordance with our Privacy Policy. Internet communications cannot be guaranteed to be completely secure, so please use appropriate care when deciding what to send electronically.

10. Website security

We take reasonable measures to support the security and reliable operation of the Website, but no website or internet transmission can be guaranteed to be completely secure, error-free or free from harmful code.

You are responsible for using appropriate security software, maintaining current device and browser updates, and protecting your own systems and information.

11. Our responsibility for loss or damage

11.1 Liability we do not exclude

Nothing in these Terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any rights or remedies that cannot lawfully be excluded or restricted.

11.2 If you are a consumer

If you use the Website as a consumer, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, when you used the Website, both you and we knew that it might happen.

We are not responsible for loss or damage that is not caused by our breach or negligence, is not reasonably foreseeable, or results from your failure to follow reasonable security instructions.

The Website is intended to present services for private homes, so we are not responsible to consumers for business losses.

Nothing in these Terms affects your statutory consumer rights.

11.3 If you are a business user

If you use the Website for business purposes, then, to the fullest extent permitted by law, we exclude implied conditions, warranties, representations or other terms that may apply to the Website or its content.

Subject to section 11.1, we will not be liable for loss of profit, sales, business, revenue, anticipated savings, opportunity, goodwill, reputation or data; business interruption; or any indirect or consequential loss arising from or connected with use of, or inability to use, the Website or reliance on its content.

11.4 Third parties and matters outside our control

Subject to section 11.1 and applicable law, we are not responsible for loss caused by a third-party website, platform or service, or by an event outside our reasonable control.

12. Personal information and cookies

We process personal information collected through the Website in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy. Where applicable, you can manage non-essential cookies through the Website’s cookie preference controls.

13. Changes to these terms

We may update these Terms to reflect changes in law, regulation, the Website or our business. The current version will be published on the Website with its effective or review date.

Updated Terms apply from the date they are published to your future use of the Website. They do not retrospectively change a Client Service Agreement already entered into with you.

14. Governing law and courts

These Terms and any non-contractual dispute or claim arising from them are governed by the law of England and Wales.

If you are a consumer resident in England or Wales, the courts of England and Wales will have jurisdiction. If you are a consumer resident elsewhere in the United Kingdom, you may also bring proceedings in the courts of the part of the United Kingdom where you live and will retain any mandatory protections provided by the law applicable to you.

If you are a business user, the courts of England and Wales will have exclusive jurisdiction.

15. General provisions

15.1 Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

15.2 No waiver

If we do not enforce a provision immediately, that does not mean we have waived our right to enforce it later.

15.3 Third-party rights

These Terms are between you and Aurelia Homes. No other person has a right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

16. Contact us

If you have a question about these Terms or the Website, please contact us:

Aurelia Homes Ltd
Registered office: 1 Longmans Mews, London SW20 8DH
Email: concierge@aureliahomes.co.uk
Telephone: +44 20 3488 4955