UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide services to our customers in the UK. By making a booking, requesting a quotation, or instructing us to begin work, you agree to these terms. They are designed to create a clear understanding of the service arrangement, including how bookings are made, how payments are handled, what happens if a job is cancelled, and how liability is managed. For the avoidance of doubt, these terms apply to all service appointments unless we agree otherwise in writing.

In these UK service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or the person acting on behalf of the customer. If a service is booked for a home, business, or other premises, the person making the booking confirms that they have authority to do so. These conditions are intended to be fair, practical, and consistent with standard UK service arrangements, while still allowing the parties to agree special terms where appropriate.

Please read the terms carefully before confirming any booking. If any part of these conditions is unclear, you should request clarification before the service date. By proceeding, you acknowledge that the service is supplied on the understanding that these terms form part of the agreement. Nothing in this document affects any rights you may have under applicable consumer law, and nothing in these conditions is intended to exclude rights that cannot lawfully be excluded.

Booking Process

All bookings are subject to availability and are not confirmed until accepted by us. A request for service may be made by phone, email, online form, or any other method we make available from time to time. Once you request a booking, we may ask for information needed to assess the job, including the type of service required, access arrangements, timing preferences, and any relevant site conditions. We reserve the right to decline a booking where the requested service is outside our scope or where suitable arrangements cannot be made.

When we provide a quotation or estimate, it is based on the information available at the time. If the details provided are incomplete or inaccurate, we may revise the quotation or adjust the service specification. A quotation does not create a binding booking unless and until it has been accepted by both parties and any required deposit has been paid. Where we offer a time slot, we will use reasonable efforts to attend within that period, but arrival times may be affected by traffic, weather, equipment issues, or other factors beyond our control.

Bookings may be subject to minimum notice periods, site inspections, or confirmation of specific requirements. You are responsible for ensuring that the information supplied at the time of booking is correct. If the nature of the work changes before the appointment, you must notify us promptly so that we can confirm whether the original booking remains suitable. If the service requires access to restricted areas, parking permits, gate codes, or special instructions, you must provide those details in advance. Failure to do so may result in delay, additional charges, or cancellation of the appointment.

Payments and Charges

Unless otherwise agreed in writing, charges are payable in accordance with the quotation, booking confirmation, or invoice issued by us. Prices may be fixed, estimated, or calculated based on time, materials, volume, distance, or another agreed method. Any estimate is provided in good faith but may vary where the actual work differs from the information originally supplied. We will explain any significant variation where reasonably practicable before continuing with the service.

Payment terms may require a deposit, partial advance payment, or full payment before, during, or after completion depending on the type of service. Where an invoice is issued, payment must be made within the stated period. If no period is stated, payment is due immediately on receipt. We may suspend work, withhold the final handover, or cancel future appointments if payment is overdue. Any sums outstanding after the due date may attract reasonable late payment charges or interest to the extent permitted by law.

All charges are stated exclusive of VAT unless we clearly say otherwise. If VAT is chargeable, it will be added at the applicable rate. Additional expenses, such as parking, permits, specialist disposal, emergency attendance, or extra labour arising from unforeseen circumstances, may also be charged where reasonably necessary and properly documented. We may update our pricing from time to time, but any such change will not affect a booking already confirmed unless the booking terms permit a revision.

Cancellations, Rescheduling and No-Shows

You may request cancellation or rescheduling by giving notice as early as possible. We may allow changes at our discretion, taking account of the type of service, resources already allocated, and the timing of the request. For some services, especially those that require special equipment, waste handling, or reserved labour, a cancellation fee may apply. Any fee will be reasonable and proportionate to the costs already incurred or the loss of opportunity caused by the cancellation.

If you cancel within a short period before the appointment, or if access is not available when we attend, we may treat this as a late cancellation or no-show. In such cases, we may charge part or all of the agreed fee, particularly where our team has already travelled, prepared materials, or held time exclusively for your job. If we need to cancel or reschedule due to illness, equipment failure, safety concerns, or other operational reasons, we will aim to offer an alternative appointment within a reasonable timeframe.

We are not liable for delay or failure caused by events outside our reasonable control, including severe weather, public transport disruption, road closures, supplier shortages, utility failures, or emergency incidents. If an unforeseen event affects the service, we will take reasonable steps to minimise disruption and keep you informed where possible. Where rescheduling is not practical, either party may be entitled to end the booking, and any payment already made will be handled fairly in light of the work completed and costs reasonably incurred.

Service Delivery and Customer Responsibilities

To allow the service to proceed safely and efficiently, you must ensure that the premises are accessible, safe, and ready for work at the agreed time. This includes providing clear access, relevant permissions, and any necessary information about hazards, fragile items, pets, alarms, utility shut-offs, or restricted areas. If the site conditions are materially different from those described at booking, we may need to pause, modify, or refuse the work until the issue is resolved.

You remain responsible for securing valuables, confidential documents, and items that are not part of the service scope. Where our personnel need to work near existing surfaces, fixtures, or equipment, you should inform us of any pre-existing damage or known defects. We are entitled to rely on the assumption that the area is suitable for the requested service unless you tell us otherwise. If specialist supervision, permits, or third-party approvals are required, you must obtain them before the service begins unless we agree to assist.

If we supply materials or hire equipment as part of the service, title to those materials remains with us until full payment has been received, where lawful. Any parts removed during the course of the work may be disposed of or retained by us unless otherwise agreed. You must not interfere with the work in a way that compromises safety or quality. If your instructions change during the appointment, we may revise the scope and charges accordingly, provided any adjustment is reasonable and communicated where practical.

Liability and Limitations

We will provide the service with reasonable care and skill, using suitably competent staff and appropriate methods. If we fail to do so, we will, where appropriate, re-perform the service, correct the issue, or offer another fair remedy. However, our liability is limited to losses that are foreseeable and directly caused by our breach, and we will not be responsible for indirect or consequential losses such as loss of profit, business interruption, or reputational harm, except where such limitation is not permitted by law.

Nothing in these service conditions limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited. If you are a consumer, we will not use these terms to remove any protection provided by mandatory consumer legislation. If you are contracting in a business capacity, our liability may also be subject to additional limits set out in the quotation or written agreement, provided those limits are legally valid and clearly communicated.

We are not responsible for damage caused by pre-existing defects, hidden conditions, incorrect instructions, unsuitable premises, or customer interference. We also do not accept liability for items left unsecured, information not disclosed before the appointment, or losses arising from your failure to follow reasonable advice given during the service. Where liability is established, our total aggregate responsibility will not exceed the amount paid or payable for the relevant service, unless a higher limit is required by law or expressly agreed in writing.

Waste Regulations and Disposal

Where our service produces waste, surplus materials, packaging, or removed items, disposal will be handled in accordance with applicable UK waste regulations and environmental requirements. We will transport, store, and dispose of waste only through lawful and appropriate methods. You agree to disclose any items that may be hazardous, contaminated, sharp, electrical, or otherwise subject to special handling so that we can determine the correct disposal method before the work begins.

We may charge additional fees for waste handling, recycling, licensed disposal, or skip use where these services are required. If you ask us to remove materials that are not included in the original scope, we may decline unless we are satisfied that lawful disposal is possible. Some materials may need separate processing, documentation, or specialist treatment. You must not conceal dangerous or regulated waste among ordinary items, and you are responsible for any loss, cost, or penalty caused by inaccurate description of waste.

Where ownership of waste transfers to us by agreement, it transfers only for the purpose of lawful removal and disposal. If any item must be retained for inspection, evidence, or compliance reasons, we may do so for as long as reasonably necessary. We may refuse to handle waste that is unsafe, unidentifiable, prohibited, or not properly declared. You remain responsible for ensuring that any waste not removed by us is managed lawfully and does not create a health, safety, or environmental risk.

Complaints, Amendments and General Provisions

If you have concerns about the service, you should notify us as soon as reasonably possible so that we can investigate and, where appropriate, attempt to resolve the matter. Any complaint should be raised promptly after the issue arises and before any condition worsens or becomes harder to verify. We may request photographs, descriptions, or other information to assess the complaint. A complaint does not remove your obligation to pay any undisputed sums due under the booking.

We may update these terms from time to time to reflect changes in law, service practices, or business requirements. Any revised version will apply to future bookings and, where permitted, to ongoing services where reasonable notice has been given. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce a right on one occasion does not mean that right is waived.

These terms form the whole agreement between the parties in relation to the relevant service, except where additional written terms are agreed. Nothing in these conditions creates a partnership, joint venture, or employment relationship. You may not assign your rights or obligations without our written consent. We may assign or subcontract parts of the service where this is necessary to deliver the work efficiently and lawfully, provided the overall standard of service remains reasonable.

Governing Law

These UK service terms and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales unless we state otherwise in writing. If you are resident in Scotland or Northern Ireland, any mandatory consumer rights available to you under the law applicable to your residence will remain protected where they cannot be excluded. The parties agree that the courts of the relevant jurisdiction will have authority to resolve disputes, subject to any legal rights to bring claims elsewhere.

By booking or using the service, you confirm that you have read, understood, and accepted these terms and conditions. If you do not agree with any part of them, you should not proceed with the booking. These service terms and conditions are intended to be clear, balanced, and suitable for standard UK service engagements, while still allowing flexibility for specific written arrangements where necessary.