UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to proceed, you agree to be bound by these terms. Please read them carefully before placing a request for any service. They are designed to give you a clear understanding of the booking process, payment requirements, cancellation rules, liability limits, waste responsibilities, and the law that applies to the agreement.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person booking the service. These terms apply to all bookings unless we agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in full force.

We may update these service conditions from time to time to reflect changes in law, operational practice, or the scope of services offered. Any updated version will apply to future bookings only, unless required by law or expressly agreed. It is your responsibility to review the version in force at the time of booking.

1. Booking Process

Bookings may be made through approved channels and are subject to availability, eligibility, and acceptance by us. A request for a quotation, estimate, or schedule does not create a confirmed booking. A booking is only confirmed when we acknowledge acceptance and, where relevant, receive any required deposit or initial payment. We reserve the right to decline or amend a booking where we cannot safely or reasonably provide the requested service.

When you submit a booking request, you must provide accurate and complete details about the work required, the site or property involved, access arrangements, and any known hazards or special requirements. Any service agreement based on incomplete, incorrect, or misleading information may be adjusted, postponed, or cancelled. If the actual work differs from the information supplied, additional charges, revised timing, or a change in scope may apply.

By confirming a booking, you authorise us to carry out the agreed work and, where necessary, to make reasonable decisions in the course of service delivery to complete the job safely and effectively. You must ensure that the area is ready for service at the agreed time, with suitable access, utilities, permissions, and any relevant consents in place. Delays caused by access issues, missing information, or unsafe conditions may result in additional charges or a rescheduled appointment.

2. Service Scope and Customer Obligations

We will provide the service described in the booking confirmation or written quotation. Any work not expressly included is excluded unless later agreed in writing. This may include additional labour, materials, disposal, specialist equipment, or follow-up visits. If you request changes once work has begun, we may revise the price and timetable accordingly.

You are responsible for ensuring that the premises, item, or site is suitable for the service. This includes making safe any fragile items, removing personal belongings where required, and informing us of any known structural issues, contamination, hazardous materials, or restricted access. Where your failure to prepare properly leads to delay, interruption, damage, or extra work, you may be charged reasonably for the time and resources involved.

We may suspend or refuse work if conditions are unsafe, if the service requested is unlawful, if required permissions have not been obtained, or if continuing would place our staff, contractors, property, or the public at risk. In such circumstances, any call-out fee, administration fee, or non-refundable deposit may still apply, to the extent permitted by law.

3. Prices and Payment Terms

Prices will be as stated in our quotation, estimate, order confirmation, or published rate card at the time of booking, unless a pricing error is identified or the scope changes. Unless expressly stated otherwise, all prices are exclusive of VAT and other applicable taxes, charges, and fees. We may require a deposit, advance payment, or payment in full before work begins, particularly for bespoke, urgent, high-value, or resource-intensive services.

Unless otherwise agreed, invoices are due immediately upon completion of the service or within the payment period stated on the invoice. Late payments may incur interest and reasonable recovery costs, to the extent allowed by applicable law. We may also pause ongoing services, withhold completion documentation, or decline future work if an invoice remains unpaid.

You must pay by the methods we approve. If a card payment, bank transfer, direct debit, or other payment method is reversed, declined, or charged back without valid reason, you remain liable for the outstanding amount and any associated costs. Where a quotation is based on an hourly or variable rate, final charges may differ from the initial estimate depending on the actual duration, materials used, and any extra requirements that arise.

If we issue an estimate rather than a fixed quote, it is given in good faith based on the information available but is not a guaranteed final price. An estimate may change if the job proves more complex than expected, if hidden conditions are found, or if you request changes. Any material increase will be explained before additional work continues where reasonably possible.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving notice within the time frame stated in the booking confirmation or, if none is stated, within a reasonable period before the appointment. If you cancel late, fail to provide access, or are not available at the agreed time, we may charge a cancellation fee, call-out fee, or the reasonable cost of lost time and reserved resources.

Where a deposit has been paid, it may be non-refundable if the booking is cancelled after we have reserved staff, materials, or equipment, except where a refund is required by law. If we need to cancel or reschedule due to operational reasons, unsafe conditions, weather, staff absence, supplier failure, or any event beyond our reasonable control, we will use reasonable efforts to offer an alternative date or issue a refund for any prepaid amount not yet earned.

Repeated cancellations, late changes, or failure to cooperate may result in refusal of future bookings. We are not responsible for any loss arising from a cancellation or delay where the cause is outside our control or where you contributed to the issue through inaccurate information, lack of preparation, or breach of these terms.

5. Liability and Limitations

We will perform the service with reasonable skill and care and in accordance with applicable legal obligations. Nothing in these service terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Your statutory rights as a consumer, where applicable, are not affected.

Subject to the above, we will not be liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of opportunity, loss of business, or loss of goodwill. Our total liability for any claim arising out of or in connection with the service shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.

We are not responsible for pre-existing defects, hidden faults, wear and tear, or damage caused by poor maintenance, unsuitable use, or third-party interference. If we are asked to work on items, structures, or systems that are old, fragile, or partially defective, you accept that some risk of deterioration may exist even when work is carried out carefully. We may advise you to obtain specialist assessment where needed.

Force majeure: we are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, fire, flood, industrial action, supply disruption, power failure, public emergencies, transport disruption, or legal restrictions. If such an event occurs, our obligations will be suspended for the duration of the event, and we will resume performance as soon as reasonably practicable.

6. Waste Regulations and Disposal Responsibilities

Where our service involves removal, handling, transport, or disposal of waste, you agree to comply with all applicable waste regulations and environmental requirements. We will only collect or dispose of materials that we are legally permitted and equipped to handle. You must not conceal hazardous, prohibited, infectious, or regulated materials in a booking unless we have expressly agreed to manage them in advance.

You are responsible for identifying any waste that may require special handling, segregation, licence conditions, or additional documentation. This includes, without limitation, items that may be contaminated, sharps, chemicals, asbestos-related material, electrical components, batteries, oils, clinical waste, or other controlled substances. If such materials are discovered unexpectedly, we may stop work, quarantine the waste, or apply additional charges and compliance procedures.

Ownership of waste transfers only when permitted by law and only when we have accepted it for lawful removal. Until that point, you remain responsible for the accuracy of the description provided. If incorrect information causes us to incur disposal, transport, or regulatory costs, you agree to reimburse those costs in full. We may provide documentation where required by law or by our operating procedures.

7. Complaints, Defects, and Remedy

If you believe the service has not been delivered as agreed, you should notify us within a reasonable time after completion or discovery of the issue. We may ask for evidence, access to the affected area, or an opportunity to inspect the matter. Where a problem is substantiated and arises from our failure to use reasonable care and skill, we may, at our option and subject to the law, re-perform the service, repair the issue, or issue a partial refund.

We will not be liable where the issue arises from your instructions, your failure to maintain the relevant property or items, third-party work, misuse after completion, or circumstances outside our control. Any complaint process is intended to be fair and practical and does not remove your legal rights. If a dispute cannot be resolved informally, the parties may pursue the matter through the courts of competent jurisdiction.

8. Governing Law and General Terms

These service conditions and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections and local court rules may still apply where required by law. Any legal proceedings should be brought in the courts having proper jurisdiction.

If we do not immediately enforce any part of these terms, that does not mean we have waived our right to enforce it later. Any waiver must be in writing. You may not transfer your rights or obligations under the booking without our prior written consent. We may assign or subcontract part or all of the service where reasonably necessary to perform the agreement.

These terms, together with the booking confirmation and any written quotation or agreed variation, form the entire agreement between the parties regarding the service. No other statement, promise, or representation will apply unless confirmed in writing. If there is any inconsistency, the written confirmation will take precedence over these general terms to the extent of that inconsistency.

By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these UK service terms and conditions. You confirm that all information supplied is accurate, that you are authorised to enter into the agreement, and that you will comply with your obligations relating to access, payment, waste handling, and safe working conditions.

These terms are intended to be fair, clear, and legally appropriate for a UK service arrangement. They protect both parties by setting reasonable expectations for the booking process, payment, cancellation, liability, waste regulations, and governing law. If any clarification is needed before booking, the relevant service details should be reviewed carefully before proceeding.