Company number 14727620
Tig Five Policies & Terms
Cancellation & Rescheduling Policy
Tig Five Ltd – www.tigfive.co
At Tig Five, we understand that time is valuable — for both our clients and our service professionals. To ensure fairness and efficiency, we’ve introduced a Cancellation & Rescheduling Policy. By booking with us, you agree to the terms below.
Cancellation & Rescheduling Fees
If a client cancels or reschedules an appointment too close to the scheduled time, it affects our team's availability and operations. The following deductions will be applied to the paid deposit to compensate for reserved time and preparation costs:
Time of Cancellation/Rescheduling
36 to 24 hours before the service start time
24 to 12 hours before the service start time
Within 12 hours of the service start time
Deposit Retained
40% of the deposit
60% of the deposit
100% of the deposit
Thank you for your understanding and cooperation.
Booking Terms and Conditions
1. THESE TERMS
1.1. Please read these Booking Terms and Conditions carefully before submitting your booking to Tig Five Ltd ("Tig Five," "we," "us"). These terms explain how we provide services to you ("Customer"), how bookings may be changed or cancelled, and other important information.
1.2. These Booking Terms and Conditions must be read in conjunction with our Website Terms and Conditions.
1.3. By booking with Tig Five via www.tigfive.co , WhatsApp or any affiliated platform, you confirm that you accept and agree to comply with these terms and conditions. If you believe there is an error in these terms or do not understand any part, please contact us at london@tigfive.co before booking.
2. SUMMARY
2.1. These terms outline your agreement with Tig Five Ltd for professional home services including cleaning, maintenance, and home organisation. All services are delivered by our vetted and insured professionals.
2.2. By booking, you accept our Cancellation Policy and agree to applicable cancellation fees.
2.3. We reserve the right to amend these terms from time to time. The version in force at the time of your booking will apply.
3. CONTACT INFORMATION
3.1. Tig Five Ltd is a company registered in England and Wales.
3.2. You can contact us at london@tigfive.co. If we need to contact you, we will do so via the contact details you provide during your booking.
4. BOOKINGS
4.1. Bookings must be made under your real name and contact information.
4.2. If you have any specific requirements or expectations for the service, please clearly communicate them with our support team before booking to ensure we can accommodate your needs.
4.3. Once we have received your deposit payment in our designated account, you will receive a booking confirmation email. Your service is only confirmed upon receipt of this confirmation.
4.4. You are responsible for ensuring safe access and a safe working environment for our professionals at the time of service.
4.5. Customers are also expected to be present and open the door on time. Any waiting time due to customer delay will be billable.
5. PAYMENT TERMS
5.1. All bookings require a deposit at the time of booking. The remaining balance must be paid before the service professional leaves the premises.
5.2. We use Stripe as our payment processor. By booking with us, you authorise Tig Five Ltd via Stripe to process payments from your card or chosen method.
5.3. Prices include VAT where applicable.
6. CANCELLATION POLICY
6.1. The following deposit deductions apply for cancellation or rescheduling:
Time of Cancellation/Rescheduling
36 to 24 hours before the service start time
24 to 12 hours before the service start time
Within 12 hours of the service start time
Deposit Retained
40% of the deposit
60% of the deposit
100% of the deposit
6.2. Full details can be found in our standalone Cancellation Policy.
7. LIABILITY & DAMAGES
7.1. While we take all reasonable precautions, Tig Five Ltd is not liable for any luxury products or cash loss. Customers are advised to ensure adequate actions is in place.
7.2. If damage to your furniture and appliances occurs due to the actions of our service professionals during the course of their work, and appropriate evidence is provided by the client, Tig Five Ltd will submit a claim to our insurance provider for possible compensation.
8. COMPLAINTS & REFUNDS
8.1. If you would like to make a complaint or provide feedback about one of our service professionals or the service in general, please contact us at london@tigfive.co within 12 hours of service completion. We’ll then contact the team member and try to resolve any issues on your behalf.
8.2. If you are unhappy with the service received, we recommend first speaking directly with the service professional to attempt resolution.
8.3. If you are unable to resolve the issue, please inform us and we will mediate. If the issue remains unresolved, we may offer a re-performance of the disputed aspect of the service by another professional, at no additional cost.
8.4. Refunds are not guaranteed and are assessed on a case-by-case basis.
8.5. We reserve the right to revise or amend these Booking Terms and Conditions from time to time.
9. DATA PROTECTION
9.1. We will process any personal data provided by you in accordance with UK data protection legislation. Please see our Privacy Policy for further information on what personal data we process and for what purpose.
10. LEGAL
10.1. These terms are governed by English law. Any disputes will be resolved under the jurisdiction of English courts.
Tig Five Ltd Privacy Policy
1. Overview
1.1. We ("Tig Five Ltd") collect and use personal data for specific and lawful purposes. This may include customers, employees, contractors, and suppliers.
1.2. We understand that your personal data is important to you. We are committed to processing your data in a lawful, fair, and secure manner. This policy outlines how we meet our data protection obligations under UK data protection laws.
2. Our Details
2.1. Registered office: Tig Five Ltd, London, United Kingdom.
2.2. We are registered as a Data Controller with the Information Commissioner’s Office (ICO).
2.3. For data protection queries, please contact: london@tigfive.co
3. Purpose of Processing
3.1. We collect and process your personal data to deliver home services (cleaning, maintenance, organisation) and to match your requests with service professionals. Your data is shared only with the assigned service providers for service delivery.
3.2. We only request information necessary for fulfilling the specific service you have requested.
4. Definitions
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"Service Professional": Tig Five’s assigned contractor
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"GDPR": General Data Protection Regulation
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"ICO": Information Commissioner’s Office
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"Personal Data": Any information that can identify an individual
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"Processing": Any operation performed on personal data
5. Conditions of Processing
We adhere to data protection principles by:
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Processing data lawfully, fairly, and transparently
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Limiting processing to the original purpose
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Ensuring data is adequate and relevant
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Keeping data accurate and up-to-date
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Retaining data no longer than necessary
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Protecting personal data with suitable security measures
6. Lawfulness of Processing
6.1. Our legal basis for processing your data includes:
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Fulfilling a service contract
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Legitimate business interests
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Your explicit consent where applicable
6.2. We inform you where consent is needed and how it may be withdrawn.
7. Customers
7.1. We may collect your name, address, email, phone number, billing info, and service preferences.
7.2. This data may be shared with assigned service professionals solely for the purpose of fulfilling your booking.
7.3. Your reviews and feedback may be used to promote our services.
7.4. If you opt in to receive promotions, we will send relevant offers. You may unsubscribe anytime.
8. Service Professionals
8.1. We may collect your name, contact info, proof of ID, bank details, right to work evidence, and DBS checks.
9. Third-party Payment Processor
9.1. Payments are processed via Stripe. Tig Five does not store card details. See Stripe's Privacy Policy: https://stripe.com/gb/privacy
10. Retention
10.1. Customer data is retained for up to 3 years unless required longer for legal reasons.
10.2. Contractor data is retained for up to 3 years in line with HMRC or compliance needs.
11. Security
11.1. We implement appropriate security to protect your data.
11.2. While we aim for the highest security standards, we cannot guarantee absolute security of data transmitted over the internet.
12. International Data Transfers
12.1. If data is transferred outside the EEA, we ensure adequate protection, including Privacy Shield-compliant providers such as AWS, Google, and Stripe.
13. Your Rights
You have rights under data protection law including:
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Right to be informed
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Right of access
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Right to rectification
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Right to erasure
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Right to restrict processing
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Right to data portability
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Right to object
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Rights related to automated decision-making
14. Exercising Your Rights
14.1. Contact london@tigfive.co to exercise any of your data rights.
14.2. We aim to respond within 30 days. In complex cases, we may request more time or additional information.
14.3. If we refuse a request, we will explain the reasons and advise you of further options.
15. External Links
15.1. Our website may link to external sites. We are not responsible for their privacy practices.
16. Updates to This Policy
16.1. This policy may be updated to reflect changes in legislation or service practices. The latest version will always be available on our website.
17. Complaints
17.1. For concerns or complaints, contact: london@tigfive.co
Terms and Conditions of Use for Tig Five (www.tigfive.co)
1. ABOUT US
1.1. Welcome to our website www.tigfive.co. By continuing to browse and use this website, you agree to comply with and be bound by the following Terms and Conditions of Use, along with our Booking Terms and Conditions (if applicable) and Privacy Policy. If you disagree with any part of these terms, please do not use our website.
1.2. These terms govern the relationship between Tig Five Ltd (referred to as "we," "us," or "our") and you ("Customer" or "User") regarding your use of our website, mobile app (if applicable), and any associated services (collectively referred to as the "Website").
1.3. If you are a customer, these Website Terms and Conditions must be read in conjunction with any applicable Booking Terms and Conditions.
1.4. Our registered office is: 54 Welbeck Street, London, England, W1G 9XS. Our company registration number is 14727620.
1.5. Tig Five provides managed home services – trained, uniformed, and quality-controlled.
2. PRIVACY
2.1. When you use our website, you provide us with personal data. Our Privacy Policy explains how we collect, use, and protect your data.
2.2. This website uses cookies to enhance user experience. If you do not wish to accept cookies, you may disable them in your browser settings.
3. ACCESSING OUR WEBSITE
3.1. We do not guarantee uninterrupted or error-free access to our website.
3.2. We are not liable if the website is temporarily unavailable for any reason.
4. CHANGES TO OUR WEBSITE
4.1. We may update, modify, suspend, or withdraw the website (or any part of it) at any time. We will provide reasonable notice where possible.
5. UPLOADING CONTENT
5.1. We may disclose your identity if a third party claims that your uploaded content violates their rights (e.g., intellectual property or privacy).
5.2. We are not responsible for the accuracy of user-uploaded content.
5.3. We reserve the right to remove any content that violates these terms.
5.4. Views expressed by other users do not represent our opinions.
6. INTELLECTUAL PROPERTY RIGHTS
6.1. We own or license all intellectual property on the website (copyrights, trademarks, patents, etc.).
6.2. The Tig Five name, logo, domain, and related trademarks are our exclusive property.
6.3. Any content you upload grants us a non-exclusive, worldwide, royalty-free license to use, modify, and distribute it.
6.4. You may not extract, reproduce, or create derivative works from our website without permission.
6.5. You are granted a limited, non-transferable license to use the website for personal, non-commercial purposes.
7. NO WARRANTIES
7.1. While we strive for accuracy, we do not guarantee that website content is error-free or up-to-date.
7.2. You use the website and its information at your own risk.
8. LIMITATION OF LIABILITY
8.1. We are not liable for:
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Death or personal injury caused by our negligence.
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Fraud or fraudulent misrepresentation.
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Any liability that cannot be excluded by law.
8.2. We exclude all implied warranties to the fullest extent permitted by law.
8.3. We are not responsible for:
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Loss of profits, business, or data.
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Indirect, consequential, or unforeseeable damages.
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Viruses or malware affecting your device.
8.4. Links to third-party sites are not endorsements. We are not responsible for their content.
9. INDEMNITY
9.1. You agree to indemnify Tig Five against any claims arising from:
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Your use of the website.
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Your breach of these terms.
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Any content you upload.
10. LINKING TO OUR WEBSITE
10.1. You may link to our website for non-commercial purposes, provided:
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The link is fair and legal.
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It does not associate us with illegal or offensive content.
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It does not imply endorsement where none exists.
10.2. We may withdraw linking permission at any time.
11. THIRD-PARTY LINKS
11.1. We are not responsible for third-party websites linked on our platform.
12. USER-GENERATED CONTENT (REVIEWS, COMMENTS, ETC.)
12.1. You are responsible for any content you post.
12.2. Publicly posted content should avoid personal data.
12.3. We may remove content that violates these terms.
12.4. Report inappropriate content to london@tigfive.co.
13. ACCEPTABLE CONTENT
13.1. You must not post content that:
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Is illegal, abusive, or discriminatory.
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Infringes intellectual property rights.
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Contains spam, ads, or malware.
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Misrepresents your identity.
14. VIRUSES & SECURITY
14.1. You must not:
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Introduce viruses or harmful code.
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Attempt unauthorized access.
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Launch cyberattacks (e.g., DDoS).
14.2. Violations may result in legal action.
15. MOBILE APP (IF APPLICABLE)
15.1. Use of our app is at your own risk.
15.2. App availability depends on device compatibility.
15.3. We may restrict access for unauthorized devices.
16. TERMINATION
16.1. We may suspend or terminate your access for non-compliance.
17. CHANGES TO THESE TERMS
17.1. We may update these terms at any time. Check this page for updates.
18. GENERAL
18.1. If any term is unenforceable, the rest remain valid.
18.2. Only you and Tig Five may enforce these terms.
18.3. These terms constitute the entire agreement.