These Terms and Conditions (“Terms”) apply to the MVR HomeCare subscription service, which is owned and operated by:
MVR Rivermount Construction Ltd (“Company”, “we”, “us”)
By enrolling in any MVR HomeCare subscription plan (Bronze, Silver, or Gold), you agree to comply with these Terms.
1.1 HomeCare subscription services begin 2 weeks after the initial subscription payment.
1.2 No repair visits or call-outs can be used within the 14-day activation period.
(A short activation period allows us to onboard new members, verify property details and prevent misuse, ensuring fair and reliable service for all subscribers).
2.1 Subscription options include Bronze, Silver, and Gold plans.
2.2 Plans are billed every 4 weeks in advance.
2.3 Subscriptions can be cancelled at any time in accordance with Section 10 (Cancellation & Refunds).
2.4 Prices are subject to VAT where applicable.
2.5 All active subscribers receive a Subscription Card for verification of their plan and benefits during service visits.
2.6 Every labour attendance is counted as one visit, regardless of the work type or size.
3.1 “Activation Period” means the 14-day period after initial payment during which no repair visits or call-outs may be used.
3.2 “Property” means the single residential address registered to the Client under the subscription.
3.3 “Visit” means one attendance at the Property by our labour staff; each attendance counts as one Visit regardless of the number or complexity of tasks carried out.
3.4 “Booking Window” means the scheduled appointment slot communicated to you at the time of booking.
3.5 “Small to Medium Repairs” means minor household maintenance and repairs that are:
(a) non-structural, non-specialist, and safe to perform without specialist certification; and
(b) reasonably capable of being completed within the applicable time limits in Section 16; and
(c) not excluded by Section 6 (Exclusions).
Examples (non-exhaustive) may include minor adjustments, patch repairs, resealing,
small joinery fixes, basic fixture refits, and similar maintenance tasks subject always to exclusions and safety.
3.6 “Fair Usage” means use of the subscription in a reasonable manner for routine household maintenance, and not in a way that is excessive, abusive, or inconsistent with a monthly plan. Fair Usage may be exceeded where, in our reasonable opinion, there are repeated non-qualifying requests, repeated misuse, repeated missed appointments, suspected multi-property use, or attempts to bundle extensive work beyond “Small to Medium Repairs.” Where Fair Usage is exceeded, we may: (i) require separate quotation, (ii) charge discounted subscriber rates for additional visits/time, or (iii) suspend/terminate under Section 22.
4.1 Services include labour-only repair work for Small to Medium Repairs.
4.2 Materials, parts, fixtures, consumables, or external items are not included and must be supplied or paid for by you.
4.3 Visits and service levels vary according to subscription type.
4.4 Weekend availability applies across all plans (subject to schedule and availability).
5.1 Bronze Plan
5.2 Silver Plan
5.3 Gold Plan
6.1 Not included in any subscription plan:
6.2 Any service outside the scope will be quoted separately and must be approved by you before work begins.
7.1 Fair Usage applies to prevent excessive or unreasonable call-out requests.
7.2 Repeated misuse may result in plan adjustment, suspension, or cancellation.
7.3 A Visit is recorded based on attendance, not the number or complexity of tasks carried out.
8.1 You must provide safe and reasonable access to the Property.
8.2 If a Visit is booked but you are unavailable, fail to provide access, or cancel after the Booking Window has begun, the Visit will be recorded as a missed appointment.
8.3 A missed appointment results in the full Visit being counted under your subscription allowance.
8.4 Any replacement visit may be charged at the applicable subscriber rate.
8.5 Repeated missed appointments may lead to temporary suspension of booking privileges or cancellation of the subscription at our discretion.
9.1 All subscription plans operate on a 4 weekly billing cycle (28 Days) from the date of activation.
9.2 By subscribing, you agree to automatic debit (auto-debit) from your selected payment method (debit/credit card or approved bank payment systems).
9.3 The auto-debit renewal will be processed automatically every 28 days unless cancelled before the next billing date (see Section 10).
9.4 If an auto-debit payment fails due to insufficient funds, expired card, or banking restrictions:
9.5 Any service requested while the subscription is unpaid/overdue may be charged at the non-subscriber call-out rate.
9.6 You are responsible for ensuring payment details remain valid and up to date.
10.1 Statutory Cooling-Off Right (Consumer Contracts Regulations)
If you subscribe to MVR HomeCare online, by phone, or through any distance selling method, you have the legal right to cancel your subscription within 14 days of the initial purchase without giving any reason.
If you cancel within this 14-day cooling-off period and have not requested or used any services, you will receive a full refund of any subscription payments made.
If you request a repair visit or service to begin during the cooling-off period, you acknowledge that the cooling-off right may be reduced or lost once services have been performed.
To exercise your cooling-off right, you must notify us in writing via email or our booking system before the 14-day period expires.
Refunds will be processed within 14 days of receiving your cancellation notice.
10.2 How to cancel: You may cancel at any time via our booking system/customer support. Cancellation should be submitted at least 24 hours before your next scheduled auto-debit date to avoid renewal being taken.
10.3 Late cancellation: If a cancellation request is made within 24 hours of the next auto-debit date, the system may still process the renewal. If it does, your subscription will continue until the end of that renewed billing cycle.
10.4 End of access: After you cancel, subscription benefits remain available until the end of the current paid billing cycle, after which no further Visits, call-outs, or labour benefits will be provided.
10.5 Refunds: Subscription fees are not refundable for unused visits or change of mind. However, nothing in these Terms limits any refund you may be entitled to where required by law (for example, if we fail to provide the service with reasonable care and skill).
11.1 All labour and repair work is carried out with reasonable care and skill.
11.2 We and our labour staff are not responsible for pre-existing issues, structural defects, unsafe installations, or faults caused by age, wear and tear, or poor maintenance of the property/appliances. We always aim to help find practical solutions and will advise on next steps where issues fall outside the subscription.
11.3 If any appliance, fixture, or equipment becomes damaged, breaks, or stops functioning during/after service due to natural wear and tear, age, internal fault, or pre-existing weakness, we are not liable.
11.4 You are responsible for replacing/repairing items damaged due to age, internal failure,
corrosion, misuse, or wear-and-tear deterioration.
11.5 We will only take responsibility for damage caused by proven negligence, assessed case-by-case.
11.6 Nothing in these Terms excludes or limits liability that cannot be excluded by law (e.g., for death/personal injury caused by negligence).
12.1 You must supply or approve the purchase of any materials required for repairs.
12.2 You must maintain a safe environment for work to take place.
12.3 You should report follow-up concerns as soon as reasonably possible and, where feasible, within 2 days of service completion so we can investigate promptly.
13.1 Service schedules may vary across different areas depending on workforce availability, distance, and workload.
14.1 We reserve the right to update pricing or these Terms by giving at least 28 days written notice to subscribers. If you do not agree with the changes, you may cancel your subscription before they take effect. Continued use of the service after the notice period constitutes acceptance of the updated Terms.
15.1 Non-subscribers are served under the Standard Call-Out Service, including:
15.2 Non-subscribers must book each visit separately through our booking system/customer support.
15.3 Once a client becomes a subscriber, they transition to subscription workflow benefits, including (as applicable to the plan):
15.4 Subscribers may gain access to planned preventative maintenance if included in higher plans or future upgrades.
15.5 Any ongoing issue logged during non-subscriber status will be reassessed under the subscription plan once the Activation Period begins.
16.1 Jobs are expected to be completed within one working day for all plans unless otherwise agreed.
16.2 If labour exceeds one day:
16.3 You will be informed if a job is expected to exceed the allowed duration.
17.1 Bronze – Basic HomeCare Support
Includes: 1 Visit/month; labour-only for Small to Medium Repairs; standard response time; weekend availability (subject to schedule); discounted subscriber rates for additional call-outs/extended labour. Materials not included.
17.2 Silver – Enhanced HomeCare Support
Includes: 2 Visits/month; faster response time than Bronze; priority scheduling during busy periods; weekend service access; discounted subscriber rates for additional work. No job may run 2 consecutive working days.
17.3 Gold – Premium HomeCare Support
Includes: 4 Visits/month subject to Fair Usage; No job may run 2 consecutive working days per job; priority response/premium scheduling; weekend priority availability (subject to schedule); discounted rates for large jobs outside Fair Usage; dedicated customer support.
(We aim to offer appointment availability within reasonable timeframes and keep members updated on scheduling).
17.4 General conditions for all plans
18.1 Each subscriber will receive a Subscription Card (digital or physical) linked to their active plan.
18.2 The card must be presented/verified during every Visit to confirm eligibility and prevent misuse.
18.3 The card is non-transferable and strictly for use of the registered subscriber and their household.
18.4 If the card is lost/stolen/damaged, notify us immediately. A replacement fee may apply.
18.5 The card remains our property and must be returned/disabled upon cancellation.
18.6 Misuse (lending/copying/allowing non-registered persons to use it) may result in termination without refund (subject to legal rights).
18.7 We may verify identity during service calls to prevent fraudulent use.
18.8 Discounts/visit counts/member benefits apply when the Subscription Card is presented or the subscription is verified through our customer database or ID verification.
18.9 The card is only active when the subscription is fully paid and up to date; failed payments may cause temporary suspension.
19.1 We use reasonable efforts to meet agreed appointment dates/times, but all appointments are subject to availability, travel time, workforce capacity, and factors outside our reasonable control. "Time is not of the essence for the performance of the services."
19.2 “Priority scheduling” means gold bookings are prioritised ahead of Silver, and Silver ahead of Bronze, for next available slots; it does not guarantee same-day/next-day attendance.
19.3 Weekend availability is offered subject to schedule and may be limited during peak periods, holidays, severe weather, staff illness, or other constraints.
20.1 Subscription benefits cover labour only. Materials/parts/fixtures/consumables and third-party services are excluded.
20.2 Where materials/parts are required, you must either: (a) supply them, or (b) approve us to purchase them on your behalf. (Where we purchase items on your behalf, we do so as your purchasing agent. The contract for the supply of goods remains between you and the supplier/manufacturer).
20.3 If we purchase items for you, you must pay the cost and any delivery charges before or at installation (unless agreed otherwise in writing).
20.4 Any manufacturer/supplier warranty for parts is generally between you and the supplier/manufacturer unless we expressly agree otherwise in writing.
21.1 The subscription applies to one residential Property address registered to you. It may not be used across multiple addresses unless agreed in writing.
21.2 The subscription is for use by the registered Client and their household only and remains non-transferable.
21.3 If you change address, you must notify us so we can update the registered Property.
22.1 You must provide safe, legal, and reasonable access to the Property and a safe working environment.
22.2 We may refuse or stop work where, in our reasonable opinion, conditions are unsafe/unlawful or present a risk to people/property.
22.3 If we attend but cannot proceed due to safety/access issues, it will be treated as a missed appointment under Section 8.
23.1 We may suspend booking privileges or terminate immediately where there is misuse, fraud, repeated missed appointments, abusive behaviour, non-payment, or breach of these Terms.
23.2 If we terminate for misuse/fraud, no refund is due for the current billing period, except where required by law.
24.1 If you are unhappy with the service, contact customer support with details (and photos where possible).
24.2 We aim to acknowledge complaints within 48 hours and resolve them within 5–10 working days. (Which may include a revisit, further inspection, or explanation of exclusions).
24.3 Nothing in this section affects your legal rights.
25.1 We are not liable for delays/failure caused by events outside our reasonable control (including severe weather, major incidents, supplier failures, strikes, or loss of utilities).
25.2 Where force majeure affects a booking, we will offer a rebooking as soon as reasonably possible.
26.1 We process personal data in accordance with applicable data protection law and our Privacy Notice: https://mvrrivermount.co.uk/privacy-policy/
26.2 We may use your details to administer subscriptions, schedule visits, prevent fraud/misuse, and keep service records.
27.1 Notices: Formal notices must be in writing and may be sent by email or post to the last contact details provided by each party. Email notices are deemed received the next business day after sending (unless an error message indicates non-delivery).
27.2 Severability: If any provision is held invalid, the remainder stays in effect.
27.3 No waiver: Delay in enforcing a right does not waive it.
27.4 Entire agreement: These Terms form the entire agreement for the subscription service.
27.5 Third party rights: No third party may enforce these Terms except as required by law.
27.6 Governing law and jurisdiction: These Terms are governed by the law of England and Scotland, and the courts of England and Scotland have exclusive jurisdiction (unless mandatory consumer rules require otherwise).
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MVR HomeCare is a trading name of MVR Rivermount Construction Ltd.
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