Terms & Conditions
Last Updated: August 2026
Maison SANA – Terms & Conditions
Welcome to Maison SANA. By booking or using our services, you agree to the following Terms & Conditions.
1. About Maison SANA
Maison SANA provides luxury housekeeping, estate stewardship, property management and private lifestyle assistance throughout Norfolk and surrounding areas.
These Terms & Conditions apply to all enquiries, quotations, bookings and services provided by Maison SANA.
2. Quotations
All quotations are provided without obligation.
Prices are based on the information supplied by the client and may be adjusted if the size, condition or scope of work differs from the original description.
3. Bookings
A booking is confirmed once it has been accepted by Maison SANA.
We reserve the right to refuse or decline a booking where appropriate.
Minimum booking periods may apply depending on the service requested.
4. Payments
Payment is due in accordance with the invoice or agreed payment terms.
We accept approved payment methods as displayed on our website.
Late payments may result in additional charges where permitted by law and may delay future services.
5. Membership Services
Membership plans are billed according to the agreed schedule.
Membership benefits apply only while payments remain up to date.
Maison SANA reserves the right to amend membership pricing with reasonable notice.
6. Access to the Property
Clients must provide safe and reasonable access to the property at the agreed appointment time.
If access cannot be gained, the appointment may be treated as a late cancellation and the applicable cancellation charge may apply.
7. Health & Safety
Maison SANA reserves the right to refuse or discontinue work where conditions present a risk to the health or safety of our staff or others.
This includes unsafe environments, hazardous substances, aggressive behaviour or dangerous animals that have not been appropriately secured.
8. Client Responsibilities
Clients agree to:
- Provide accurate booking information.
- Inform us of any relevant property access instructions.
- Notify us of any fragile, valuable or specialist items requiring particular care.
- Ensure utilities such as water and electricity are available where necessary.
9. Valuable Items
While every reasonable care is taken, clients are encouraged to secure cash, jewellery, important documents and other high-value items before our visit.
Any concerns should be discussed with Maison SANA before the service begins.
10. Damage
Any concerns regarding accidental damage must be reported within 48 hours of the service.
Where Maison SANA accepts responsibility, we will seek to resolve the matter fairly and appropriately.
Maison SANA shall not be responsible for existing damage, normal wear and tear, or deterioration due to age or poor maintenance.
11. Confidentiality
Confidentiality is fundamental to Maison SANA.
Information relating to our clients, their homes, security arrangements and personal affairs is treated as strictly confidential and will not be disclosed except where required by law.
12. Photography
Maison SANA will never photograph or share images of a client’s property without prior permission, except where photographs are required solely for service records or to document maintenance issues.
13. Private Lifestyle Assistance
Where Maison SANA arranges third-party suppliers, contractors or specialist services, we act as a coordinator unless otherwise agreed.
Third-party services remain subject to the terms and conditions of those individual providers.
14. Force Majeure
Maison SANA shall not be liable for delays or failure to perform services caused by circumstances beyond our reasonable control, including severe weather, natural disasters, transport disruption, power failures or other unforeseen events.
15. Limitation of Liability
Nothing within these Terms limits liability where such limitation is prohibited by law.
To the fullest extent permitted by law, Maison SANA’s liability for any claim relating to our services shall be limited to the amount paid for the specific service giving rise to the claim.
16. Cancellation
Our Cancellation Policy forms part of these Terms & Conditions.
By booking with Maison SANA, you acknowledge that you have read and accepted our Cancellation Policy.
17. Privacy
Your personal information is handled in accordance with our Privacy Policy.
18. Changes to Services
Maison SANA reserves the right to amend or improve services, pricing and these Terms & Conditions at any time.
The latest version will always be available on our website.
19. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact
Maison SANA
Luxury Housekeeping & Estate Care
Email: sana@maisonsana.co.uk
Website: www.maisonsana.co.uk