UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are supplied by us to you in the United Kingdom. By making a booking, requesting a quotation, or otherwise proceeding with an order, you agree that these terms apply to the relevant service agreement. For clarity, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or authorised representative placing the booking. These terms are intended to be read together with any written quotation, job specification, service schedule, or order confirmation that forms part of your service arrangement.

1. Scope of services
We provide services in accordance with the description agreed at the time of booking or in the relevant quotation. The scope of work may include labour, standard materials, equipment, access arrangements, and any other items expressly stated in the service description. Any work, item, or condition not clearly included should be treated as excluded unless we confirm otherwise in writing. We may refuse or suspend services where the request falls outside our operational limits, presents a safety concern, or would require permissions, licences, or specialist handling that have not been arranged in advance.

All services are provided on the assumption that the information supplied by you is accurate and complete. If details change before or during the service, including access, property conditions, volume, timing, or the nature of the work, we may revise the price, timetable, or terms of performance to reflect those changes. This may include additional labour charges, rescheduling, or the need to withdraw from the job if it becomes unsafe or impracticable to continue.

2. Booking process
A booking is only accepted when we have confirmed it in writing, by email, message, online system, or any other recorded method. Any enquiry, estimate, or availability check is not itself a binding acceptance of the service order. We may require further information before confirming a booking, including site details, photographs, measurements, access information, or proof of ownership, authority, or occupancy where reasonably necessary. You are responsible for ensuring that the person booking the service has authority to do so on your behalf.

Once a booking has been confirmed, you must check the service date, time, location, and scope immediately and notify us of any errors without delay. We may rely on the information supplied at the point of booking and are not responsible for delays or missed appointments caused by inaccurate, incomplete, or late-provided details. If attendance is required at a property or site, you must ensure reasonable access, safe working conditions, and any required permissions from landlords, occupiers, managing agents, or neighbours where applicable.

We may arrange the service by appointment windows rather than exact arrival times. Where an appointment window is given, it represents the expected period of attendance and not a guarantee of exact arrival. We will use reasonable efforts to attend on time, but times may vary due to traffic, weather, operational demand, or matters beyond our reasonable control. We are not liable for delay arising from events outside our control, provided we take reasonable steps to notify you and to reschedule where appropriate.

3. Payments and pricing
Prices are normally quoted in pounds sterling and may be stated inclusive or exclusive of VAT, depending on the service and the wording of the quotation or invoice. Unless expressly stated otherwise, all quoted prices are valid only for the period indicated in the quotation or, if no period is stated, for a reasonable time. We may adjust prices where the job description changes, where additional work is requested, or where our cost of performance materially increases due to factors not reasonably foreseeable at the time of quotation.

Payment terms will be set out in the quotation, invoice, or booking confirmation. In some cases, we may require a deposit, part payment, or full advance payment before the service date. If payment is not received by the due date, we may suspend performance, withhold delivery of completed work, cancel the booking, or charge reasonable recovery costs as permitted by law. Time for payment is of the essence where a deposit or prepayment has been agreed, particularly for scheduled appointments or reserved capacity.

Where payment is made by card, bank transfer, direct debit, online payment, or another approved method, you must ensure that sufficient funds and authorisation are available. Any chargeback, reversal, or failed payment that is not due to our error may be treated as a breach of contract. We may charge interest on overdue sums at the statutory rate applicable in the UK, together with reasonable debt recovery expenses and administrative costs where permitted. No set-off or deduction may be made unless required by law or expressly agreed in writing.

4. Cancellations, postponements, and missed appointments
You may request cancellation or rescheduling by giving notice in writing or by another method we accept. If you cancel before work has started, we may retain or charge a reasonable amount to cover administration, reserved capacity, materials ordered, preparatory work, and non-recoverable third-party costs. The closer the cancellation is to the scheduled date, the greater the amount that may be retained or charged, subject always to applicable law and the terms of the individual booking. Any deposit may be non-refundable to the extent that it represents genuine pre-estimated loss or committed costs.

If you are not available at the agreed time, fail to provide access, or are otherwise unable to proceed on the booked date, we may treat this as a late cancellation or failed appointment and charge a call-out fee, wasted journey fee, waiting time, or other reasonable costs. We may also reschedule the service at our discretion. Where repeated missed appointments occur, we may require full prepayment for future bookings or decline further work. If we need to cancel due to circumstances within our control, we will either offer an alternative date or refund any advance payment for the cancelled part of the service.

In some cases, cancellation charges may be reduced or waived where doing so is required by consumer law or where the circumstances make a charge unfair or unreasonable. Nothing in these terms limits your statutory rights in relation to services not provided with reasonable care and skill, or any other mandatory protection that applies under UK law. However, where you are acting in the course of business, you acknowledge that commercial cancellation charges may apply to protect our operational costs and reserved resources.

5. Performance of services and customer responsibilities
You must ensure that the service area is ready for work and that any necessary preparations, clearances, permissions, or safety measures have been completed before attendance. This includes providing accurate site information, removing obstacles where appropriate, protecting valuables, securing pets, and making sure that utilities, lighting, or access points are available if needed for the service. We may stop or postpone work if conditions are unsafe, the site is unsuitable, or the agreed specifications have not been met.

You agree to provide all cooperation reasonably required for us to perform the service efficiently. If we need your instructions, approval, or presence at any stage and you are not available, we may pause the work and charge for the time lost if appropriate. Where your instructions conflict with the service specification or would breach safety, legal, or regulatory requirements, we may refuse to carry them out. Any additional work requested on site is subject to separate agreement and may be charged at our then-current rates.

Property, goods, and materials may be moved only to the extent reasonably necessary for the service. You remain responsible for backing up data, protecting sensitive items, and removing items of value or special significance before the service begins unless we have expressly agreed to handle them. We are not responsible for deterioration, loss, or damage caused by pre-existing defects, hidden conditions, or the ordinary risks inherent in the nature of the service, unless such loss or damage arises from our negligence or breach of contract.

6. Waste regulations and disposal
Where our services generate waste, the handling, transfer, and disposal of that waste will be carried out in accordance with applicable UK waste regulations and environmental requirements. You must tell us in advance if any waste may be hazardous, contaminated, bulky, electrical, clinical, or otherwise subject to special handling. We may decline to remove items or materials that require specialist licences, containers, paperwork, or treatment unless we have agreed in writing to do so and are legally able to provide that service.

You must not leave prohibited, dangerous, or unidentified materials among general waste, and you must disclose any substances that could pose a health, safety, or environmental risk. If waste is incorrectly described, unlawfully presented, or mixed in a way that prevents compliant disposal, we may refuse collection, separate the waste at additional cost, or require you to take remedial steps. Any charges for lawful disposal, permits, transfer notes, or related compliance costs may be added to the price where not already included.

Where we remove waste from your premises or site, you acknowledge that title and responsibility transfer only to the extent permitted by law and the terms of the service. We will not be responsible for waste that has not been properly identified, segregated, or made available in a compliant manner. You remain responsible for ensuring that you do not ask us to transport, store, dump, or dispose of anything unlawfully. We reserve the right to refuse any waste-handling instruction that could expose either party to legal liability or regulatory breach.

7. Liability and insurance
We will perform the services with reasonable care and skill and will take reasonable precautions to avoid damage, loss, or injury. However, our liability is limited to the extent permitted by law. We shall not be responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss arising from your failure to follow our instructions or from inaccurate information supplied by you. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the event. You must allow us a fair opportunity to inspect the issue, investigate the cause, and, where appropriate, remedy the problem. If any defect, damage, or failure results from your acts, omissions, site conditions, third-party interference, or items not supplied by us, we will not be liable. Our total liability arising out of the service will not exceed the amount paid or payable for the specific service giving rise to the claim, except where law requires otherwise.

Where appropriate, we may choose to repair, replace, re-perform, or refund the relevant part of the service as our primary remedy. Any warranty or guarantee will apply only where expressly stated in writing and only in accordance with its stated conditions. We do not give a warranty that is wider than the rights already available to consumers or businesses under applicable UK law.

8. Complaints, changes, and termination
If you are dissatisfied with any aspect of the service, you should inform us promptly so that we can review the matter and, where possible, take corrective action. A complaint should be raised in a reasonable time after the issue arises. Failure to notify us promptly may make it harder to investigate or resolve the matter fairly. We may ask for photographs, documents, site notes, or other reasonable evidence to help assess the complaint.

We may change these terms from time to time for future bookings, provided the revised version is made available before the relevant service is confirmed. Changes will not affect a booking that has already been accepted unless required by law or agreed by both parties. We may terminate or suspend a booking immediately if you fail to pay, provide misleading information, behave abusively, create safety risks, or otherwise materially breach these terms. If termination occurs because of your breach, you may remain liable for reasonable costs incurred up to the date of termination.

9. Governing law
These service terms and conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales, unless the parties expressly agree otherwise in writing. Where mandatory local consumer protections apply within the UK, nothing in these terms is intended to remove or reduce those rights. If any provision is found to be unlawful, invalid, or unenforceable, that provision shall be treated as modified to the minimum extent necessary, and the remaining provisions shall continue in full force.