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 us to begin work, you agree to be bound by these terms. Please read them carefully before requesting any service, as they explain how the booking process works, what payments are due, when cancellations may apply, how liability is handled, and how waste is managed in line with applicable regulations.

These terms are intended to be clear and practical. They apply to our general service provision and may be supplemented by a written quotation, job sheet, proposal, estimate, or order confirmation. If there is any inconsistency between those documents and these terms, the specific written agreement will usually take priority for that job, except where mandatory law requires otherwise. References to “we”, “us”, and “our” mean the service provider, while “you” and “your” mean the customer, client, or person who places the booking.

By using our services, you confirm that you are legally able to enter into a binding agreement and that any information you provide is true, complete, and accurate. You also agree that you will cooperate reasonably with any necessary preparations, access requirements, and site conditions so that the service can be carried out safely and efficiently.

1. Booking Process

A booking may be made by phone, email, online form, written request, or any other method we make available from time to time. A booking is not confirmed until it has been accepted by us, either verbally or in writing. We may request additional information before acceptance, including the type of service required, the location, access details, timing preferences, and any special conditions that may affect the work.

All quotations, estimates, and proposed dates are provided on the basis of the information available at the time. If the scope of work changes, or if the information supplied is incomplete or inaccurate, we may revise the quotation, adjust the schedule, or decline to proceed. You must ensure that the service request reflects your actual requirements. Any service agreement may include assumptions about labour, materials, disposal, waiting time, or the condition of the premises.

It is your responsibility to ensure that the site is accessible, safe, and ready for the booked service at the agreed time. If parking, permits, keys, entry codes, or site instructions are required, you must provide these in advance. Delays caused by lack of access, unsafe conditions, or failure to prepare the area may result in additional charges, rescheduling, or cancellation fees.

2. Prices and Payments

Prices may be shown as fixed fees, hourly rates, daily rates, or estimated charges depending on the type of work. Any price quoted will apply only to the specific service described and only if the facts provided to us are correct. Unless stated otherwise, prices are exclusive of taxes, surcharges, special materials, and third-party costs that arise during the performance of the service.

We may require a deposit, part-payment, or full payment in advance before the service date. For some bookings, payment becomes due on completion; for others, payment may be due before the work begins or upon invoice. Accepted payment methods may include bank transfer, debit card, credit card, or other approved methods. Where payment is made by card or transfer, funds must clear before we are obliged to proceed further.

If an invoice is issued, it must be paid by the date shown on the invoice or, if no date is stated, within a reasonable time. Late payments may attract statutory interest, recovery costs, administrative fees, or suspension of further services to the extent permitted by law. We may also retain goods, materials, or records where lawful until payment is received in full.

3. Cancellations, Rescheduling, and Refunds

You may cancel or reschedule a booking by giving us notice within a reasonable time before the service begins. The amount of notice needed may vary depending on the nature of the job, the time reserved, and any costs already incurred. If you cancel after we have allocated labour, purchased materials, arranged subcontractors, or begun travel, you may be charged for our reasonable losses and administrative costs.

Where a cancellation is made very close to the booked date, or where we arrive and cannot carry out the work because access is unavailable, the site is unsafe, or the instructions given are materially different from those agreed, we may treat this as a late cancellation or wasted attendance. In such cases, we may charge a call-out fee, minimum fee, or the full booked rate if the circumstances justify it and where allowed by law.

Refunds are not automatic and will depend on the nature of the service, the stage reached, and any costs already incurred. If a refund is due, it will usually be limited to the portion of the fee that relates to work not performed. Nothing in these terms affects your statutory rights, including any rights that may apply if a service is not provided with reasonable care and skill.

4. Delivery of Services and Customer Obligations

We will use reasonable care and skill in delivering the service and will aim to complete the work within the agreed timetable, subject to delays beyond our control. Times and dates are estimates unless expressly confirmed as fixed. We are not responsible for delays caused by weather, traffic, supply shortages, third-party failures, illness, public disruption, or circumstances that could not reasonably have been avoided.

You must provide all information that is reasonably necessary for us to carry out the service properly. This includes notice of hazards, fragile items, hidden defects, restricted access, or any condition that may affect the work. If you fail to provide essential information, we may suspend the service, revise the scope, or withdraw from the booking. Any additional time, labour, or materials required because of inaccurate instructions may be charged separately.

If the service involves work on your property or premises, you are responsible for protecting valuables, securing pets, and removing items that could be damaged unless we have specifically agreed to handle them. We may refuse to work on items or in conditions that we consider unsafe, unlawful, or unsuitable. Our decision to pause or stop work in such cases will not normally constitute a breach of contract.

5. Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our liability is limited as set out below. We will not be responsible for losses that are not reasonably foreseeable, for indirect or consequential losses, or for business losses unless such liability is required by law.

If we are found liable for any loss or damage arising from our services, our total liability will be limited to the amount paid or payable for the specific service giving rise to the claim, except where the law requires a different limit. This limitation applies whether the claim is based in contract, tort, negligence, breach of statutory duty, or otherwise. We encourage you to arrange your own insurance where appropriate, especially for high-value goods, premises, or sensitive equipment.

We do not accept responsibility for pre-existing defects, wear and tear, hidden faults, or damage caused by third parties, customer misuse, or failure to follow advice given at the time of service. Any claim for damage must be reported as soon as reasonably possible and in any event within a reasonable period after the service is completed. You must allow us a reasonable opportunity to inspect and, where appropriate, remedy the issue before engaging another provider.

6. Waste Regulations and Disposal

Where our service produces waste, debris, packaging, discarded materials, or removed items, disposal will be handled in accordance with applicable waste regulations and environmental requirements. We may use licensed carriers, authorised facilities, or other lawful disposal routes as appropriate. You agree not to ask us to remove, transport, or dispose of any item unlawfully, and you confirm that any waste presented for collection will be accurately described.

Certain materials may be classified as controlled, hazardous, or specially regulated waste. If such materials are identified, we may refuse to handle them unless suitable arrangements, permissions, and safety measures are in place. Additional charges may apply for segregation, loading, documentation, specialist handling, or lawful disposal. You are responsible for disclosing any substance, item, or material that may require special treatment under waste rules.

Ownership of waste transfers in accordance with the arrangements agreed for the service and only to the extent permitted by law. We may require you to keep records, provide declarations, or sign acknowledgements where necessary for compliance. If we reasonably believe that waste presented for disposal is incorrectly described, unsafe, or non-compliant, we may suspend collection and seek clarification before proceeding.

7. Changes, Suspension, and Termination

We may make reasonable changes to a service if necessary to reflect technical requirements, safety issues, legal obligations, or availability of materials and personnel. If a change materially affects the price or scope, we will explain the reason and, where appropriate, ask for your approval before continuing. Minor operational changes that do not materially affect the service may be made without prior consent.

We may suspend or terminate the service if you fail to pay on time, provide inaccurate information, behave abusively, interfere with the work, or create unsafe or unlawful conditions. If we terminate for a valid reason, you remain liable for any work already carried out and any reasonable costs already incurred. We may also terminate where continuing would breach law, safety standards, or professional obligations.

If a booking is suspended because of issues outside our control, we may resume it once those issues are resolved, subject to availability and any revised charges that may be necessary. We will act reasonably in deciding whether resumption is possible. Any suspension does not waive our rights to payment for completed work or expenses already incurred.

8. Complaints and Remedies

If you believe the service has not been delivered in accordance with these terms, you should notify us within a reasonable time after completion or after the issue becomes apparent. Please provide sufficient detail to allow the matter to be reviewed. We may ask for photographs, notes, access to the site, or other evidence so that we can assess the problem fairly and promptly.

Where a complaint is justified, our preferred approach is to remedy the issue, re-perform the affected part of the service, or agree an appropriate reduction in price, depending on the circumstances. Any remedy will be reasonable and proportionate. This does not affect your statutory rights under applicable consumer legislation, and nothing in these terms is intended to reduce rights that cannot legally be excluded.

If a dispute cannot be resolved informally, the parties should continue to act reasonably and preserve relevant documents, invoices, correspondence, and photographs. Each side should use its best efforts to narrow the issues before starting formal proceedings. This approach helps avoid unnecessary delay and cost.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws applicable in the United Kingdom and interpreted accordingly. The parties agree that the courts having authority under those laws will have jurisdiction, subject to any mandatory consumer protections or alternative dispute rules that may apply by law.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. A failure by us to enforce any right or remedy immediately does not mean that right or remedy is waived. Any waiver must be in writing and should be interpreted narrowly.

Entire agreement. These terms, together with any quotation, invoice, or written confirmation, form the entire agreement between the parties concerning the service, unless another written document states otherwise. You should retain a copy for your records. By proceeding with a booking, you acknowledge that you have read, understood, and accepted these service terms and conditions.