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 making a booking, accepting a quotation, or otherwise instructing us to carry out work, you agree to be bound by the terms below. Please read them carefully before proceeding.

These terms are intended to create clarity around the booking process, pricing, payments, cancellations, liability, waste handling, and the law that applies to the agreement. They are designed to be fair, practical, and consistent with the nature of a UK service provider’s obligations.

In these service conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer, client, or authorised representative placing the order. If any part of these terms is found to be invalid or unenforceable, the remainder will continue to apply.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until it has been accepted by us, either in writing or by another clear confirmation method. We may request details such as the service address, access information, type of work required, preferred date, and any special instructions.

When you submit a booking request, you are confirming that the information provided is accurate and complete. If details change before the service date, you must tell us as soon as possible. We may need to revise the scope of work, the timing, or the price if the information supplied was incomplete or materially incorrect.

We reserve the right to decline a booking if we are unable to provide the requested service safely, lawfully, or within a reasonable timeframe. Any quotation or estimate given before inspection or before full details are known may be revised if the actual service requirements differ from those initially described.

Booking Confirmation and Access

Once a booking is accepted, you will normally receive confirmation of the agreed date, approximate time window, and service scope. You are responsible for ensuring suitable access to the premises, equipment, and any required areas. If we cannot complete the service because access is unavailable, restricted, or unsafe, this may be treated as a cancellation or wasted visit.

You must ensure that any person on site who is responsible for the property, site, or equipment is available where necessary. If keys, codes, parking permissions, permits, or security arrangements are required, you must provide these in time for the service to proceed. Delays caused by missing access arrangements may result in extra charges.

We may, where necessary, reschedule a service due to weather, staff illness, operational reasons, or other events beyond our reasonable control. In such cases, we will take reasonable steps to notify you and arrange an alternative appointment.

2. Payments

Unless otherwise agreed, charges will be based on the quotation, estimate, price list, or agreed hourly or fixed rate. Any estimate is provided in good faith but is not a guarantee of final cost where the scope of work changes, hidden issues are found, or additional materials are needed.

Invoices are payable by the due date stated on the invoice or booking confirmation. We may require a deposit, advance payment, or staged payments for certain services. Where a deposit is requested, your booking may not be held until payment is received.

We accept payment by the methods stated at the time of booking or invoicing. If payment is not made on time, we may charge reasonable late payment fees or statutory interest where permitted by law. We also reserve the right to suspend further work, withhold completion documents, or refuse future bookings until outstanding sums are settled.

Any price quoted is exclusive of unforeseen additional work unless stated otherwise. If extra work becomes necessary, we will normally inform you before proceeding, where reasonably possible. You are responsible for paying for any extra materials, labour, disposal costs, or third-party charges that arise from your instructions or the conditions encountered on site.

Where a payment is made by card, bank transfer, or other electronic means, you must ensure that the payment details are correct and that sufficient funds are available. Chargebacks or payment disputes raised without valid reason may be challenged, and we may recover our reasonable costs where permitted by law.

If a booking is made on behalf of a business, organisation, landlord, contractor, or other principal, that party may remain liable for payment unless we have expressly agreed otherwise in writing. Any agreed credit terms apply only if confirmed by us in advance and may be withdrawn if payment history or risk profile changes.

3. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving notice within a reasonable time before the agreed appointment. The amount of notice required may vary depending on the type of service, the resources allocated, and whether materials, staff, or subcontractors have already been committed.

If you cancel after we have begun preparing for the service, or if you cancel too late for us to reasonably reallocate the appointment, we may charge a cancellation fee or recover costs already incurred. This may include wasted travel time, allocated labour, special-order materials, and any other unavoidable expense.

If you are not present at the agreed time, fail to provide access, or otherwise prevent us from carrying out the work, we may treat this as a late cancellation or failed appointment. In such cases, the full fee or a reasonable portion of it may remain payable, depending on the circumstances.

Our Right to Cancel or Postpone

We may cancel, pause, or reschedule a service where necessary for safety, legal compliance, operational reasons, or circumstances outside our control. Where possible, we will offer a new appointment or an alternative arrangement. We will not be responsible for losses caused by a rescheduling event unless required by applicable law.

If the service cannot proceed because the work requested would be unlawful, unsafe, or outside our competence or agreed scope, we may withdraw from the booking immediately. If payment has already been taken for work not carried out, we will assess whether any refund is due after deducting reasonable costs already incurred.

In the event of repeated cancellations, failure to pay, abusive behaviour, or unreasonable demands, we may decline future bookings at our discretion. This right will be exercised fairly and in line with our obligations under applicable consumer and contract law.

4. Liability and Service Standard

We will carry out services with reasonable care and skill and in accordance with the information agreed at the time of booking. Our aim is to deliver a professional service that meets the required standard. However, outcomes may depend on site conditions, pre-existing issues, material quality, and the accuracy of information provided by you.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where liability may lawfully be limited, it is limited to the maximum extent permitted by law.

We are not responsible for delays, defects, or additional costs caused by circumstances outside our reasonable control, including but not limited to extreme weather, supply chain disruption, utility failures, third-party actions, or your failure to cooperate or provide accurate instructions.

We are not liable for damage resulting from hidden defects, structural faults, pre-existing wear and tear, or issues that could not reasonably have been identified before or during the service. If you ask us to work in areas containing fragile, valuable, or sensitive items, you must remove or protect such items in advance unless we have agreed to do so.

Any advice, indication, or recommendation provided by us is given in good faith based on the information available at the time. You remain responsible for deciding whether to accept that advice and for ensuring that the premises, equipment, or materials are suitable for your intended use.

To the extent permitted by law, our total liability in connection with any booking shall not exceed the total amount paid or payable for the specific service giving rise to the claim. We will not be liable for indirect loss, loss of profit, loss of business, or consequential losses unless such exclusion is unlawful.

5. Waste Regulations and Site Materials

Where our work generates waste, debris, packaging, removed materials, or other refuse, we will handle such waste in accordance with applicable UK waste regulations and environmental requirements. You agree that waste may need to be segregated, stored, moved, or transferred in a lawful and responsible manner.

You are responsible for informing us in advance if any waste, surfaces, items, or areas contain hazardous, restricted, contaminated, or special-handling materials. This includes any substance or item that may require specialist disposal, protective measures, or separate treatment. If such conditions are discovered unexpectedly, additional charges may apply, or the service may need to be paused.

Unless agreed otherwise, waste created by the service may be removed, transported, or disposed of by us or by a third-party contractor acting lawfully on our behalf. Ownership of waste passes at the point of lawful removal where permitted and subject to any mandatory rules that apply to the type of material involved.

Customer Responsibilities for Waste

You must not ask us to dispose of items illegally, irresponsibly, or in a way that breaches environmental law, licensing rules, or local authority requirements. You must also ensure that any waste handed over for removal is accurately described and does not contain prohibited or undeclared hazardous material.

If your instructions require us to dispose of a large volume of waste, or waste that is unusually heavy, bulky, contaminated, or separated by type, we may revise the price accordingly. We may refuse to collect any item that we reasonably believe cannot be handled lawfully or safely.

Where recycling, transfer notes, consignment records, or other waste documentation are required, you agree to cooperate with reasonable requests for information or signatures. We may retain records for compliance purposes where needed.

6. Customer Obligations

You must ensure that the service area is reasonably clean, safe, and accessible. This includes removing valuables or fragile items from the working area and informing us of any relevant risks, such as pets, children, structural concerns, asbestos, electrical hazards, or restricted entry points.

You must not interfere with the service once work has begun unless doing so is necessary for safety or agreed coordination. If your own actions, omissions, or instructions cause delay, extra cost, damage, or an unsuccessful completion, you may be responsible for the resulting consequences.

Any materials, products, or information supplied by you must be suitable for the intended purpose. We are not responsible for defects or failures caused by items you provide, unless our negligence directly caused or materially contributed to the issue.

7. Complaints and Corrections

If you believe the service has not been performed in accordance with these terms, you should notify us within a reasonable period after completion or discovery of the issue. We may ask for photos, descriptions, or other information to help assess the concern and determine an appropriate response.

Where we accept that a service was not carried out with reasonable care and skill, our preferred remedy may be to re-perform the relevant part of the service, provide a correction, or agree another fair solution. This will depend on the nature of the issue and whether a remedy is practicable.

Any complaint does not remove your obligation to pay any undisputed sums by the due date. Withholding payment in full is not permitted unless the disputed amount is genuinely connected to the issue raised and such withholding is lawful.

These UK service terms may be updated from time to time to reflect changes in law, service methods, pricing structure, or business practice. The version that applies will usually be the one in force on the date your booking is accepted, unless a later change is required by law or expressly agreed.

If we choose not to enforce any right or remedy under these terms on a particular occasion, that does not mean we waive the right to enforce it later. A waiver will only be effective if confirmed clearly and in writing.

These terms and conditions for services are intended to operate alongside any quotation, invoice, service specification, or additional written agreement. If there is a conflict, the order of precedence will be determined by the documents and any mandatory legal requirements.

8. Governing Law

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. If the parties are located elsewhere in the United Kingdom, the applicable mandatory consumer or contract protections will still apply where relevant.

Any dispute arising under these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless another court has mandatory jurisdiction under applicable law. This does not affect any rights you may have under consumer protection legislation or any non-waivable statutory rights.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these service terms and conditions. You also acknowledge that no oral statement or informal assurance will override these terms unless we confirm the change in writing.