UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By requesting a booking, accepting a quote, or confirming a service appointment, the customer agrees to be bound by these terms. Please read them carefully before placing a request for any domestic or commercial service. If any part of these terms is unclear, the customer should ask for clarification before the booking is confirmed.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person, business, or organisation booking the service. These terms apply to all UK service agreements unless a separate written contract states otherwise. Nothing in these terms affects any rights you may have under applicable consumer law in the UK.

We may update these terms and conditions for services from time to time to reflect changes in operations, law, pricing structures, or service standards. The version that applies will be the version in force at the time your booking is accepted, unless a later change is required by law. Any amendment will not affect completed bookings unless both parties agree otherwise in writing.

1. Booking Process

All bookings are subject to availability and acceptance. A request for a service does not create a binding contract until we have confirmed the booking in writing, by email, or by another recorded method. We may refuse or decline any request at our discretion, particularly where the requested work is outside our scope, unsafe, unlawful, or not practically deliverable.

To make a booking, you must provide accurate and complete information, including the service type, property access details, relevant site conditions, and any special requirements that may affect delivery. If the information provided is incomplete or inaccurate, we may need to revise the quotation, delay the service, or cancel the booking. You are responsible for ensuring that the details submitted are correct.

Where a quotation is provided, it will normally be based on the information available at the time. Quotes may be revised if the actual service requirements differ from those originally described. Any estimate is provided in good faith but may change if additional labour, materials, equipment, time, or compliance steps are needed. A fixed price will only apply if expressly stated in writing.

2. Payment Terms

Payment terms will be stated on the invoice, quotation, or booking confirmation. Unless agreed otherwise, payment is due in full upon completion of the service or in advance where a deposit is required. For business customers, any separate credit terms must be agreed in writing before the service date. We reserve the right to require part-payment or full payment in advance for any booking.

All amounts are payable in pounds sterling unless otherwise specified. Prices may be stated exclusive or inclusive of VAT depending on the nature of the supply and the customer’s status. Where VAT applies, it will be charged at the prevailing rate. If a price changes because the scope of work changes, we will explain the reason before additional charges are incurred wherever reasonably practicable.

Late payments may result in suspension of further services, cancellation of any future appointments, and the recovery of reasonable costs incurred in pursuing payment, including administrative costs and lawful debt recovery charges. Without limiting any other rights, we may charge interest on overdue sums where permitted by law. Any dispute about an invoice must be raised promptly and in good faith, but undisputed amounts remain payable on time.

3. Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule a booked service, you should notify us as soon as possible. Cancellation charges may apply depending on the notice period given, the type of service, whether materials have been ordered, and whether staff have already been allocated or dispatched. Any deposit paid may be retained in whole or in part to cover reasonable losses, unless the law requires otherwise.

If you cancel with insufficient notice, fail to provide access, or are not present when attendance is required, we may treat the booking as cancelled by you and charge for wasted time, travel, or preparatory work. If the service cannot be carried out because of unsafe conditions, missing information, or customer delay, we may either rearrange the appointment or invoice for costs already incurred. Repeated missed appointments may lead to refusal of future bookings.

We may also cancel or postpone a booking if circumstances beyond our control prevent us from carrying out the work safely or lawfully. This may include severe weather, staff illness, supply issues, equipment failure, access restrictions, or other operational interruptions. In such cases, we will aim to offer a reasonable alternative date or a refund of any amount paid for the affected portion of the service.

4. Service Delivery and Customer Responsibilities

You must ensure that the location where the service is to be provided is reasonably accessible and safe for our personnel, equipment, and vehicles. This includes arranging any permits, permissions, site clearance, parking arrangements, or landlord approvals needed for access. If third-party permissions are required and are not in place, we may be unable to complete the work and may charge for the resulting delay or cancellation.

The customer must also provide a suitable working environment and disclose any known hazards, including structural defects, asbestos risk, electrical issues, contamination, infestation, restricted access, or other conditions that may affect the safe performance of the service. If we identify a risk that was not previously disclosed, we may suspend work until the issue is resolved or adjust the service scope accordingly.

Where our service requires your cooperation, you agree to assist reasonably and promptly. This may include clearing work areas, keeping pets away, providing keys or access codes where appropriate, and making sure a responsible adult is present if required. Delays caused by failure to cooperate may affect completion times and may lead to additional charges if permitted under the agreed pricing structure.

5. Liability and Limitations

We will carry out our services with reasonable care and skill and in accordance with applicable standards. If we fail to do so, our responsibility is limited to the options available under law, which may include re-performance of the service, a price reduction, or compensation where appropriate. Nothing in these 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.

To the fullest extent permitted by law, we are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any losses arising from information you supplied that was incomplete, inaccurate, or misleading. We also do not accept liability for damage caused by pre-existing defects, hidden faults, or circumstances outside our reasonable control, unless such damage is directly caused by our negligence.

Where our service depends on third-party products, materials, contractors, or manufacturers, we are not liable for defects or delays caused by those third parties, except to the extent we are legally responsible for their acts or omissions. Any advice, recommendation, or estimate provided is based on the information available at the time and should not be treated as a guarantee of outcome unless expressly confirmed in writing.

6. Waste Regulations and Disposal

Where our service involves the removal, handling, transport, or disposal of waste, the parties must comply with all applicable UK waste regulations and related environmental obligations. The customer must accurately describe the nature of any materials to be removed, including whether they are general waste, recyclable materials, bulky items, controlled waste, or hazardous waste. Incorrect classification may lead to refusal of collection, revised charges, or legal reporting obligations.

We will only transport and dispose of waste in accordance with applicable law and accepted industry practice. If documentation, transfer notes, consignment notes, carrier details, or other records are required, the customer agrees to provide or sign them where necessary. We may refuse to handle prohibited, unsafe, or undeclared materials. If unlawful waste is presented, we may suspend the service and notify the appropriate authority where required.

The customer remains responsible for ensuring that waste handed over for collection is lawfully owned or authorised for removal. You must not include dangerous items, pressurised containers, chemicals, sharps, or contamination unless specifically agreed in advance and handled under suitable controls. Any additional cost arising from sorting, segregation, specialist handling, or compliance measures may be charged to you if reasonably incurred and properly documented.

7. Complaints, Defects, and Rectification

If you believe the service has not been performed correctly, you should notify us within a reasonable time after completion and provide enough detail for us to assess the issue. We may request photographs, written descriptions, or other evidence to help investigate the matter. Reporting an issue promptly increases the chance of a fair and efficient resolution.

Where a valid complaint is confirmed, we may choose to return and rectify the issue, offer a partial refund, or take another reasonable corrective step. The appropriate remedy will depend on the nature of the service, the extent of any defect, and what is fair in the circumstances. We are not responsible for issues caused by misuse, alteration by others, lack of maintenance, or failure to follow aftercare instructions where provided.

Any claim relating to the service should be made as soon as reasonably possible and in any event within a period that is lawful and commercially reasonable. Delayed notification may make it difficult to investigate the issue or may affect the availability of a remedy. Nothing in this section reduces your statutory rights where they apply.

8. Force Majeure and Suspension

We are not liable for delay or failure to perform our obligations where the delay or failure results from events beyond our reasonable control. Such events may include natural disasters, fire, flood, epidemic, war, industrial action, utility disruption, transport interruption, or government restrictions. In these circumstances, performance may be suspended for as long as the event continues.

Where a force majeure event affects a booking, we will make reasonable efforts to resume or reschedule the service once it becomes practicable to do so. If the delay continues for an unreasonable period, either party may be entitled to cancel the affected booking by written notice. Any refund or payment adjustment will reflect work already completed and costs reasonably incurred up to the point of suspension.

We may also suspend services where continuing would expose us to legal, safety, or operational risk. Suspension may occur if the customer fails to pay amounts due, if required access is denied, or if circumstances on site change materially after the booking has been confirmed. We will act reasonably and communicate the basis for suspension wherever possible.

9. Governing Law and Jurisdiction

These UK service terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales, unless we expressly state in writing that another legal jurisdiction applies. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Any dispute relating to these terms, the booking, or the delivery of the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law or mandatory legal rights require otherwise. The parties agree to act in good faith and seek practical resolution before commencing formal proceedings where it is reasonable to do so.

These terms form the entire agreement between the parties in relation to the service, unless supplemented by a written contract or mandatory legal requirement. No failure or delay in enforcing any provision shall amount to a waiver of that provision. Headings are included for convenience only and do not affect interpretation.