UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the UK. They are intended to create clear expectations around the booking process, pricing, payment, cancellations, liability, waste handling, and the legal framework that applies to the service. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, service scope, or order confirmation issued for the relevant work.

The purpose of these UK service terms is to make the relationship between the customer and the service provider straightforward and transparent. The words “we”, “us”, and “our” refer to the service provider, while “you” and “your” refer to the customer. These terms apply to all standard and bespoke service arrangements unless we agree otherwise in writing. If any part of these terms conflicts with a separate written agreement, the written agreement will take priority to the extent of the conflict.

Our services may include labour, inspection, supply, removal, installation, maintenance, collection, or related operational work as described in the quotation or booking confirmation. Any reference to a service package should be read as including only the tasks expressly stated. Additional work, optional extras, or changes requested after booking are treated as variations and may affect price, timing, and availability.

1. Booking Process

Bookings may be made by phone, email, online form, or any other booking method we make available from time to time. A booking is not confirmed until we have accepted it in writing or by another clear confirmation method. We may ask for basic details to assess the request, including the type of service required, access arrangements, location, preferred dates, and any special requirements that could affect the work.

When you request a booking, you must provide accurate, complete, and up-to-date information. This includes any information that could affect the performance of the service, such as site conditions, hazards, restricted access, parking limitations, scheduling constraints, or items that require special handling. If the information supplied is inaccurate or incomplete, we may need to revise the quotation, delay the service, or cancel the booking where the issue cannot reasonably be resolved.

We aim to schedule services on the agreed date or within the agreed time window, but any date or time provided is an estimate unless we expressly state otherwise. Delays may occur because of weather, traffic, supply problems, staff availability, safety concerns, or events outside our control. Where a delay is expected, we will aim to notify you as soon as reasonably possible and offer a revised appointment if available.

It is your responsibility to ensure that the site is ready for the service at the agreed time. This includes providing safe access, ensuring any necessary permissions are in place, and making sure that any required utilities, clear space, or preparatory arrangements are available. If we cannot begin or complete the work because these requirements are not met, additional charges may apply for wasted attendance, waiting time, or rebooking.

We reserve the right to refuse or postpone a booking if we believe the work cannot be carried out safely, lawfully, or to an acceptable standard. This may happen where the premises are unsuitable, the requested work falls outside our capabilities, or the customer asks us to do something that would breach applicable law, health and safety obligations, or these terms.

2. Prices and Payments

Prices will usually be set out in a quotation, price list, service schedule, or booking confirmation. Unless stated otherwise, prices are exclusive of VAT and any other applicable taxes, charges, or third-party fees. If a quotation is based on limited information, it may be revised if the actual scope, condition, or complexity of the work differs from what was initially described.

We may require a deposit, part-payment, or full payment in advance for some services, particularly where materials must be ordered, time has been reserved, or the work is bespoke. Where a deposit is taken, it is applied against the final invoice unless the booking is cancelled in accordance with these terms. Any remaining balance must be paid by the deadline stated on the invoice or confirmation.

Unless agreed otherwise, invoices are payable immediately on completion or within the stated credit period. Payment must be made in cleared funds using one of the accepted payment methods. If you fail to pay on time, we may charge interest and recovery costs to the fullest extent permitted by law, suspend further services, or withhold delivery of any completed items that remain lawfully subject to retention until payment is received.

Any price estimate is provided in good faith based on the information available at the time. If the scope changes, the estimate may no longer be valid. Additional work requested by you, or any work required due to unforeseen issues that were not reasonably apparent when the quotation was prepared, may be charged at our standard rates or at a revised fixed price agreed before the work continues. We will normally seek approval before carrying out chargeable variations where this is practical.

We may increase prices before a booking is confirmed to reflect changes in labour costs, materials, fuel, supplier pricing, or other operating costs. If a confirmed booking is affected by a significant pricing error caused by obvious mistake, we may correct the error or cancel the booking with notice rather than proceeding on a manifestly incorrect basis. This does not affect your statutory rights.

3. Cancellations, Rescheduling, and Refunds

You may cancel or reschedule a booking by giving us notice in a reasonable time before the appointment. The exact notice period, if any, may be stated in the quotation or booking confirmation. Where no period is stated, you should provide as much notice as possible to allow us to release the appointment slot and manage scheduling effectively.

If you cancel after we have incurred costs, reserved labour, purchased materials, or set aside time specifically for your booking, we may deduct those reasonable costs from any refund or retain all or part of a deposit where permitted by law. Late cancellations, same-day cancellations, and failure to attend may result in a cancellation fee, especially where the slot cannot be reallocated.

If we need to cancel or reschedule your booking, we will try to give you reasonable notice and offer an alternative date where possible. We are not responsible for indirect losses arising from a cancellation or postponement, provided the cancellation is due to a genuine operational reason, force majeure event, safety issue, non-payment, or other cause permitted under these terms.

Refunds, if due, will usually be processed using the same payment method used for the original transaction unless otherwise agreed or impracticable. Any refund will normally reflect only the amount properly refundable after deductions for work completed, materials used, or costs incurred. Nothing in these terms limits your rights where we are at fault and you are entitled to a remedy under applicable consumer or contract law.

4. Customer Responsibilities

You must ensure that all information you provide is correct and that you have the authority to arrange the service at the relevant premises or in respect of the relevant items. You are responsible for obtaining any consents, permissions, or approvals required from landlords, neighbours, managing agents, co-owners, or any other relevant party. We will not be liable for delays or losses caused by your failure to secure such permissions.

You must keep the site reasonably safe and accessible. This includes warning us about hidden hazards, fragile items, unsafe structures, restricted areas, asbestos risk, contamination, or any other issue we should know about before starting. Where personal belongings, furnishings, or fixtures may be affected by the service, you should remove or protect them in advance unless we have specifically agreed to do so as part of the job.

If we need your cooperation to complete the service, you must respond promptly and provide reasonable access, instructions, and decisions. Delays caused by waiting for approval, missing information, unavailable keys, blocked access, or other avoidable issues may be charged. If the service cannot be completed because of such matters, we may treat the booking as cancelled or incomplete and invoice for work already carried out.

5. Liability and Limitations

We will carry out our services with reasonable care and skill, using appropriately trained personnel and suitable materials or equipment where applicable. However, except where the law says otherwise, we are not responsible for losses caused by inaccurate information provided by you, conditions we could not reasonably detect, unavoidable delays, or events beyond our control. We also do not guarantee outcomes that depend on third-party actions, pre-existing defects, or factors outside the scope of the service.

Our total liability to you arising from any service, whether in contract, tort, negligence, or otherwise, is limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

To the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, loss of goodwill, or loss arising from interruption of operations. If any defect or issue is reported, you must give us a reasonable opportunity to inspect and, where appropriate, remedy the problem before arranging third-party intervention, except where urgent action is required to prevent serious damage or injury.

6. Waste Regulations and Disposal

Where our services involve removal, collection, disposal, clearance, or transfer of waste, all waste handling will be carried out in line with applicable UK waste legislation and any relevant duty of care requirements. Waste includes materials, items, packaging, rubble, refuse, scrap, and other discarded matter produced by or connected with the service. We may require you to identify any items that could be hazardous, contaminated, recyclable, reusable, or subject to special disposal rules.

Unless we agree otherwise in writing, waste remains your responsibility until it is lawfully collected or transferred to an authorised recipient. You must not request that we dispose of items in a way that would breach environmental rules, waste carrier requirements, or site restrictions. If waste is misdescribed, illegally mixed, or found to be hazardous, additional charges may apply and we may refuse to remove it until suitable arrangements are made.

We may separate waste streams, retain records, or provide evidence of lawful transfer where required. If you ask us to dispose of items that are not included in the agreed scope, we may charge extra or decline the request. You remain responsible for declaring known hazardous substances, including materials that require specialist handling. If such items are concealed or undisclosed, you may be responsible for any resulting costs, remediation, penalties, or third-party claims to the extent permitted by law.

7. Warranties, Service Quality, and Complaints

Any warranty or guarantee we offer will be limited to the terms expressly stated in the quotation, booking confirmation, or service description. Unless we say otherwise, no guarantee is given that a service will achieve a particular commercial, aesthetic, or operational result beyond the normal standard reasonably expected for the work described. Natural wear and tear, misuse, lack of maintenance, or third-party interference are excluded from any implied promise of continued performance.

If you believe there is a problem with the service, you should notify us within a reasonable time and provide sufficient detail to allow us to investigate. We may ask for photographs, access to inspect the issue, or a description of the steps taken after completion. Where a genuine fault exists and we are responsible, our preferred remedy may be to re-perform the affected service, correct the issue, or offer an appropriate refund or price adjustment.

8. Force Majeure

We will not be liable for failure or delay caused by events outside our reasonable control, including but not limited to severe weather, fire, flood, industrial action, transport disruption, supply interruption, government action, public health restrictions, utility failure, or emergency safety concerns. If a force majeure event prevents us from performing the service, we may suspend, postpone, or cancel the booking without liability other than any refund due for work not performed.

9. Changes to the Terms

We may update these service terms and conditions from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed. Updated terms will not normally affect services already confirmed, except where required by law or where the change is beneficial to you.

10. General Provisions

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure or delay by us in enforcing any right will not operate as a waiver of that right. You may not transfer your rights or obligations under these terms without our written consent, but we may assign or subcontract part of the service where reasonably necessary for performance.

Nothing in these terms creates a partnership, employment relationship, or agency between the parties. These terms, together with the relevant quotation or confirmation, form the entire agreement between us and supersede prior discussions or representations on the same subject, except where those statements are required to be included by law. Any notices under these terms should be given in writing unless we agree to another method.

11. 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, unless another UK jurisdiction is expressly stated in writing for the relevant booking. The parties agree that the courts with appropriate jurisdiction in that territory will have authority to hear any dispute that cannot be resolved amicably. If a mandatory consumer protection rule applies in your favour, it will not be affected by this governing law clause.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these UK service terms. They are designed to balance clarity, fairness, and lawful trading practice while giving both parties a clear framework for bookings, payments, cancellations, liability, and waste responsibilities. For any service not specifically covered here, the same principles of reasonableness, transparency, and compliance with applicable law will apply.