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 work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are intended to create clarity around the booking process, payment arrangements, cancellation rights, liability limits, waste handling, and the legal rules that apply to the service.

The wording below applies to all standard service bookings unless we agree otherwise in writing. Where a separate quotation, proposal, estimate, or service schedule includes additional terms, those terms will apply alongside these conditions. If there is any conflict, the written agreement specific to your service will take priority to the extent of that conflict. These terms for services may be updated from time to time, but the version accepted at the point of booking will normally govern your order.

For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer, client, or person placing the booking. These UK service terms are written for business and consumer use where relevant, but they do not remove any rights you may have under applicable law. Nothing in these terms is intended to exclude liability where such exclusion would be unlawful.

Booking process

A booking is usually made by submitting an enquiry, accepting a quotation, or confirming a proposed date and scope of work. A booking is not guaranteed until we have acknowledged it and, where required, received any deposit or advance payment. The service booking process may include reviewing access conditions, confirming the work location, identifying the materials or tasks involved, and agreeing any special requirements. We may ask for additional information to ensure the service can be delivered safely and efficiently.

It is your responsibility to provide accurate and complete information at the time of booking. This includes any relevant site details, restrictions, hazards, parking limitations, permit requirements, or timing constraints that may affect the service. If the information supplied changes before the appointment, you must notify us as soon as reasonably possible. We may revise the quotation, reschedule the booking, or decline to proceed if the revised circumstances materially affect the cost or feasibility of the work.

If we issue a quotation, it will usually remain valid for a limited period stated within the quotation or, if no period is stated, for a reasonable time. Acceptance of a quotation does not always create a final booking unless we have confirmed the date and availability. In some cases, the booking confirmation may be conditional on a site survey, a risk assessment, approval of access arrangements, or receipt of specified documentation. We reserve the right to refuse or cancel a booking where necessary for operational, safety, or legal reasons.

Payments and pricing

Prices are normally shown exclusive of VAT unless otherwise stated. Any taxes, levies, parking charges, permit fees, disposal costs, or similar statutory charges may be added where applicable. The final amount payable will depend on the agreed scope of service and any agreed variations. Where an estimate is provided rather than a fixed quote, the final charge may differ if the actual time, materials, waste volume, or service conditions vary from those originally assumed.

Unless agreed otherwise, payment is due in full on completion of the service or on the date stated on the invoice. We may require a deposit, part payment, or full advance payment for certain bookings, including where specialist equipment, third-party labour, or significant preparation is needed. Payment must be made using an approved method and within the time stated on the invoice. If payment is late, we may charge interest and reasonable recovery costs to the extent permitted by law.

Where a booking is altered at your request, additional charges may apply for extra labour, repeat attendance, wasted journey time, or changed materials. Any such charges will be explained as soon as reasonably practicable. You remain responsible for payment even if a third party arranged the booking on your behalf unless we have agreed in writing to look solely to that third party for payment. If you dispute any invoice, you should raise the issue promptly and provide supporting details.

Cancellations, postponements, and missed appointments

If you need to cancel or reschedule a booking, you should notify us as early as possible. Cancellation fees may apply depending on how much notice is given and whether preparation has already begun. We may also charge for any non-recoverable costs incurred before cancellation, including ordered materials, allocated staff time, permits, or subcontractor commitments. The precise cancellation charge will depend on the type of service and the stage of work reached at the time of notice.

If we arrive at the agreed location and are unable to carry out the work because access is not available, necessary approvals have not been obtained, or the site conditions differ materially from what was described, this may be treated as a late cancellation or failed attendance. In such cases, we may charge a call-out fee or the full scheduled fee where reasonable. Where we must postpone because of unsafe conditions, adverse weather, supply issues, or events outside our control, we will try to rearrange the appointment promptly.

We may cancel or suspend a booking at our discretion where continuation would be unsafe, unlawful, impractical, or otherwise inappropriate. If we cancel for reasons within our reasonable control, we will usually offer an alternative date or refund any sums paid for work not performed. However, we will not be responsible for indirect losses caused by the cancellation, such as loss of earnings, unless liability arises under law and cannot be excluded. Your statutory rights, where applicable, are not affected by this cancellation policy.

Performance of services

We will provide the service with reasonable care and skill, using suitably competent personnel and, where applicable, appropriate materials and equipment. The precise outcome of the service may depend on factors outside our control, including the condition of the premises, the nature of the materials being handled, weather, hidden defects, or the accuracy of information provided by you. Accordingly, any timeframes, completion dates, or performance expectations are estimates unless expressly agreed as firm commitments.

You must ensure that the working area is reasonably accessible, safe, and prepared for the service to begin. This may include moving valuables, protecting vulnerable items, isolating hazards, or obtaining permission from a landlord, managing agent, neighbour, or other relevant party. If we are prevented from working effectively because the site is not ready, we may charge for the wasted visit or arrange a new appointment at additional cost. We are not responsible for delays caused by your failure to cooperate or provide access.

We may use subcontractors, temporary labour, or specialist third parties to complete all or part of the service where appropriate. Any such delegation will not reduce our responsibility for performing the work with reasonable care and skill, except where the issue arises from the acts or omissions of a third party outside our control. We may also make minor changes to the method of delivery if this is reasonably necessary to improve safety, comply with law, or complete the service efficiently.

Liability and limitations

Nothing in these service terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Subject to that, our liability for loss or damage will be limited as set out below. We will not be liable for losses that are not reasonably foreseeable, for business interruption unless expressly agreed, or for any indirect or consequential losses where exclusion is permitted by law.

Where we are responsible for damage to your property, our liability will normally be limited to the reasonable cost of repair or replacement, taking account of age, condition, and fair wear and tear. We are not responsible for pre-existing defects, hidden faults, structural problems, or damage resulting from information that was incomplete or inaccurate. You should take reasonable steps to safeguard valuables, fragile items, and items of special value before the service begins.

If you believe something has gone wrong, you must notify us as soon as reasonably possible and provide enough information for us to investigate. You must also allow us a reasonable opportunity to inspect the issue and, where appropriate, remedy it. We will not be liable for damage where you failed to follow reasonable instructions, ignored safety advice, or interfered with the service after completion. Any claim must be supported by evidence and submitted within a reasonable time.

Waste regulations and disposal

Where our services involve waste removal, handling, transport, sorting, or disposal, both parties must comply with applicable waste regulations in the UK. You agree that waste presented for collection or disposal will be described truthfully and will not include prohibited, hazardous, or contaminated materials unless we have expressly agreed to handle such items in advance. We may refuse to collect any waste that is not correctly identified or that cannot lawfully be managed under the agreed arrangement.

We may separate, transfer, or dispose of waste through authorised facilities, contractors, or carriers where required. You remain responsible for ensuring that any waste you provide for removal is lawfully held, properly packaged, and ready for collection. If waste contains items that require special treatment, additional charges may apply. We may also suspend the service if we discover materials that create a health, safety, environmental, or regulatory risk.

You must not ask us to dispose of items in a way that would breach law, regulatory guidance, or permit conditions. Where documentation, transfer notes, or other records are required, you agree to provide accurate information and cooperate with any lawful process. If waste regulations change, or if compliance with them affects the method or cost of service delivery, we may adjust our procedures accordingly. This may include revised handling steps, extra time, or additional disposal fees.

Customer obligations and variations

You agree to cooperate reasonably with us throughout the service period. This includes providing access, responding to requests for clarification, and ensuring that any approvals or permissions required for the work are in place. If you ask us to change the agreed scope, we may revise the price, schedule, and resources required. Any variation is only binding once confirmed by us, whether in writing, by email, or by another clear record of acceptance.

We are entitled to rely on instructions given by you or by anyone you have authorised to act on your behalf. If there is uncertainty about who may issue instructions, you should notify us before the service begins. We are not responsible for work carried out in accordance with apparently valid instructions unless we knew, or reasonably should have known, that the instructions were unauthorised or unsafe. Please check all details carefully before the work proceeds.

Termination and suspension

We may suspend or terminate the service agreement immediately where you fail to pay, provide false information, refuse reasonable access, breach these terms, or create a health, safety, or legal risk. If termination occurs because of your breach, you will remain liable for sums due for work already completed, committed costs, and any reasonable losses resulting from the breach to the extent permitted by law. If we terminate without fault on your part, we will refund any prepaid amount for work not performed.

Termination does not affect rights or obligations that are intended to continue after the service ends, including payment obligations, liability limits, confidentiality where relevant, and any dispute arising before termination. If any clause is found to be invalid or unenforceable, the remainder of the terms will continue in force. A failure by us to enforce any right at any time does not waive that right for the future.

Governing law and disputes

These UK service terms are governed by the law of England and Wales unless the service is supplied under a different lawful regime agreed in writing. Any dispute arising out of or in connection with these terms, the booking, or the service itself will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protections provide otherwise. If you are based elsewhere in the UK, your statutory rights under applicable local law remain unaffected where they apply.

Before starting formal proceedings, both parties should try to resolve disputes in good faith through reasonable communication and, where suitable, by providing supporting documents. We may request time to investigate a complaint or alleged defect and to consider a practical remedy. This approach is intended to reduce unnecessary cost and delay, but it does not remove any legal rights or remedies that may be available to either party under applicable law.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms and conditions. If any part of the service is arranged through an estimate, quote, or confirmed schedule, those documents form part of the overall agreement. Together, they define the basis on which the service terms apply, the responsibilities of each party, and the standards expected throughout the booking, performance, and completion of the work.